"I had an appointment in the clinical ..."

What I liked

I had an appointment in the clinical assessment department for a dermatalogical problem. The clinician I saw said he would write a letter to my GP advising of the next steps. I went to see my GP two weeks later, who informed me she had not received the letter yet. I telephoned on Monday last week asking where the letter was; the receptionist I speke to, after putting me on hold for three minutes, informed me that the letter had be 'written, but not sent'. When I asked why, she said she wasn't sure but would find out and call me on Friday, then never called! I have a condition which is causing me a considerable amount of distress, and to have to wait this long for the referral letter to be sent to my GP, and be promised a call back yet never called back, is totally unacceptable.

What could be improved

Letter sent out within a reasonable time frame, receptionist to call me back on the day promised.

Story from NHS Choices

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Response from Mile End Hospital

Response from Head of Service

We have had a backlog of letters within the department and are now typing the beginning of June so there will have been a delay. I can only apologise that the patient did not receive a call back from the department.

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