"Staff do not deliver what they say they are going..."

About: Lister Hospital

What I liked

I have been waiting for urgent treatment at the urology dept since Auust 2011. I was first referred to Lister and then sent to see a Consultant at Quenns Wing QE11. On 7 Dec I arrived at Queens wing for a pre op assessment (op was set for 21 Dec) only to be told I could not have the operation there as they did not have the facilitied to deal with my Prinz Metal Angina and I would have to go back to Lister. My Prinz Metal is detailed on my notes and was noted on the forms I had filled in before every appointment. When I said what happened if things deteriorated I was told to go to A&E and they would have to deal with it.

I was informed my case was urgent and someone from Lister would contact me that afternoon or following morning with a new date. No on contacted me.

I rang QE11 on the efternoon of the 8/12 but could get no answer from urology so ontacted Lister and was told another Consultant would ring me back, no one rang back.

I rang this Consultant on the 12/12 late morning but the answering machine said she was on holiday until 12/12! The message said not not leave a message!

I rang QE11 on 12/12 and spoke to another member of staff who informed me that my case was down as urgent and she would contact the second Consultant and get her to ring me to let me know what was happening and also she would contact me the following day. She also told me I was down as being on holiday from the 1811 to 18/12 tthis was incorrect I was on holiday from 31/10 to 17/11

No one rang on the 13/12

It is now a week before Christmas and I am unlikely to get an appointment until the new year even though I am informed my appointment is urgent.

What could be improved

Hospital Staff to read notes carefyully so that they are aware of other serious medical conditions

Hospital staff to reply when they say they are going to

My medical problems are causing me concern and exacerbating other problems but no one appears to be concerned.

An appointment to resolve my medical problems

Story from NHS Choices

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Response from Lister Hospital

Please let us help sort this problem for you - e-mail us on generalenquiries.enh-tr@nhs.net and we will ensure that this issue is resolved by intervening personally on your behalf.

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