"Stafford Hospital Urology Appointment."

About: Stafford Hospital / Urology

(as the patient),

I am a patient under the supervision of the Urology Dpartment.

I have Prostate Cancer which is under 'active surviellance' this necessitates a PSA test ever three months. I attended my regular 3 month appointment last week to discuss the PSA results.

On arrival I was informed that Clinic was running approx 40 mins late. After a good hour I was called and met with a locum in the department. Fortunately the locum was able to access the PSA results from the computer as they was not in possession of my file notes.

The locum's sole paper was the Continuation sheet to note the days consultation results.

At the start of the discussion they made the assisting nurse aware of the lack of file but the nurse did not make any response or move to ascertain why they were not present.

After the consultation I queried the lack of my file with the desk receptionist, who did an immediate track on the computer to be told that they were in transit.

Now bearing in mind that the Clinic was running late and getting later, I fail to see how a patient record file, which should have been at the Clinic station for an appointment had still not arrived over an hour later.

Considering all the adverse publicity that Stafford Hospital has had over the last few years, one still gets the impression that procedures are not quite where they should be.

I will say that, prior to this I have always been happy with my treatment at the Hospital. But I do feel that bubble boards for comments are mere window dressing, papering over the cracks, whilst the fundamentals slip.

The Hospital needs all the positive publicity it can get, but if they keep failing in the basic procedures of organisation that is not going to happen. Patients only see the service from their own individual perspective and if you have an adverse experience it naturally colours ones outlook.

As I used to advise my staff in school, in the eyes of parents and the wider community you, we, the school are only as good as our last success, and one bad event kills the whole perspective.

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Responses

Response from Head of Patient Experience, Mid Staffordshire NHS Foundation Trust

Dear Mr. McClure

Please accept our sincere apology for the problems you experienced with your medical records when attending the hospital last week.

Our Health Records Team, as well as other hospital administration staff, always strive to ensure medical records arrive in time for patient appointments but sometimes these are unavoidably delayed. We appreciate that this can cause anxiety and frustration but wish to reassure you that from a clinical point of view your treatment will not be compromised in any way. When these types of errors occur our clinical staff always ensure that, when medical records do arrive, documentation accurately reflects the outpatient consultation.

Once again, please accept our apology. Should you wish to discuss your personal circumstances with a member of hospital staff please do not hesitate to contact Catrina Cornwall, Outpatients Manager on 01785 887572 who will be happy to help.

Kind Regards

Angela Grocott

Head of Patient Experience