"Excellent consultation: disappointed..."

About: Westmorland General Hospital

What I liked

Outpatients appointment with a consultant (ENT) October 2010

A sympathetic consultant with excellent communication skills who took time even though the clinic was very busy.

They finished with the words, "I'll see you in a few weeks time"

I subsequently received my next appointment. Due to a mix up I was sent two appointments. In seeking clarification of this it became apparent that this appoinment was not with the same consultant. Apparently consultants take the clinics alternatively. I have now to wait over a month longer to be fitted in with my original consultant at my request. I believe that continuity of care is important especially as I had had such a positive consultation in the first instance and have no wish to go over the same ground again.

What could be improved

Providing a follow up appointment with the same consultant. The appointments in this department seem to be allocated on a random basis. Surely you can do better than this!

I only found out by chance. I would have been upset to have found out on the day of my appointment. Obviously consultants cannot be available all the time but it became clear that there didn't seem to be a system of continuity in this department/clinic. I believe that my consultant was expecting to see me again.

Story from NHS Choices

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Response from Westmorland General Hospital

We’re sorry you were unhappy with aspects of your care with us. If you would like us to investigate further please contact our Patient Advice and Liaison Service on 01539 795 497. Many thanks for taking the time and trouble to comment on our services, and apologies for the delay in responding, we would like to assure you that we regularly review the comments and pass them on to the department concerned and continue to strive to improve the service we offer our patients.

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