"After being given an appointment by the..."

About: Campus for Ageing and Vitality

What I liked

After being given an appointment by the secretary I waited for the confirmation letter to arrive. It never did, so I contacted them to find out what was going on. They said that I would get it in the post in the next few days, which I did but it wasn't the appointment that I was given in the first place. I phoned again to find out why only to be told that the appointment that they sent was not allocated to me and was a free date. I was then told that my appointment was changed to another date. To my surprise the appointment card arrived the next day and the date given was the one originally given. After eventually seeing the consultant I was given a date to have an operation and would be sent confirmation of this by his secretary. Having heard nothing I again had to contact them, only to be told that the operation had been cancelled. I would not have known this had I not got in touch with them. This department is very disorganised and do not keep you informed of what they are doing. If this is how the office staff perform it makes you wonder how the medical staff will perform.

What could be improved

To be kept informed by the department and its staff and not having to contact them myself to find out what was happening.

Anything else?

My condition is causing chronic pain and I am now having to wait even longer and put up with the continuing pain before I can now have my operation.

Story from NHS Choices

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Responses

Response from Campus for Ageing and Vitality

Thank you for taking the time to post these comments on NHS Choices. Please accept our apologies for the service you have received from our department and be sure that we will do our utmost to rectify the situation that allowed this to occur. We are always keen to receive feedback on patient experiences as this is helpful in bringing about necessary change. We will ensure that all these issues are brought to the attention of the Neurosciences Office Manager so that they can be investigated and discussed with the individuals concerned to ensure that communication and procedures are improved.

We would be very happy to discuss these issues with you in person, if you would find this helpful. This would also help us to ensure that your concerns are addressed with the areas involved and ensure any outstanding queries you have are answered.

If you would like to discuss this further please contact the Patient Relations Department on 0191 2231382.

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