"Problems booking an appointment"

About: Sentinel Healthcare Southwest Community Interest Company / Referral & Appointment Booking Team

(as the patient),

In August 2011 my GP referred me for an audiology appt. I was told there was a very quick system within a few weeks.

Nothing happened and I told my GP. Nothing happened and I told my GP, nothing happened and I told my GP. Four letters were sent and nothing happened!!

I was so concerned that eventually I called Sentinel myself.

I was told it was the GP's fault as Sentinel could not open the attachments!

they had not told the GP this four times. It feels as if I had not asked asked again nothing would have happened re the appointment.

An appointment was made at a time and date to suit me and all was well. I asked if this included the hearing test and they said, yes of course. I stupidly believed them.

I also told them I was going away for a few days and they said there would be no need to contact me again so it was all in hand I returned home to calls from Sentinel saying they needed to speak to me urgnetly on every day I was away!

I had letters one stating that if I didn't contact them within seven days I would be removed from the lists. I was also sent another letter to say I needed to have an audiolgy test and they had not make this appointment and so cancelled the other appointment and stated they had made me another appointment and the details were attached. NO details were sent! They had not made a hearing test appointment.

I have now got to wait another two weeks for any care and investigations and all they can say is they did their best!

I am feeling very unwell and very upset and nobody at Sentinel can explain to me why this has happened. I have asked for a senior manager to call me.....but I wont wait in.

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Responses

Response from Neil Parsons, Business Manager , Clinical Assessment and Treatment Services, Sentinel Healthcare

Dear anotherdisaster

I was sorry to hear about your experiences regarding your referral. Since your posting I know you have spoken to our Support Manager and we are investigating what happened. As this discussion is taking place I will not respond further on Patient Opinion except to say that Sentinel always endeavour to ensure patients have a good experience and take seriously feedback from patients particularly when it is raising concerns about their care.

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