"Complaint re cancellation of appointments"

About: Hillingdon Hospital

Anything else?

Two months ago I wrote to Hillingdon Hospital congratulating them on their excellent service. I now find the need to comment on what we believe to be failings. My wife Maureen Robinson was referred to the urology dept in late 2011. The consultant then asked for a further appointment in six months. An appointment duly arrived for 18/7/12. On 20/4/12 this was cancelled by letter and a new one set for 3/10/12. On 19/9/12 this was again cancelled and a new date supplied for 6/3/13. On 4/3/13 this was yet again cancelled and a new appointment set for 16/3/13. After the initial appointment my wife will have waited about 15 months for a follow up appointment having been cancelled 3 times. I find that this is not acceptable and should be brought to note. It is pointless a consultant asking for a return in six months when in fact it is 15 months.

To date we have had nothing but admiration for the NHS at Hillingdon and Mount Vernon and have stated this to be the case. I regret therefore that I have to bring this to notice as a failing.

We are assuming that the new date of 16/3/13 is not canceled yet again.

Many thanks

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Response from Hillingdon Hospital

Thank you very much for taking the time to provide this feedback, we do take all comments very seriously. We strike to deliver the very best care at all times so we were pleased to note that you have previously received an excellent service at our hospital. We would however, like to apologise for your more recent experience of appointment cancellations, we do understand how frustrating this must have been for you and your wife. Clinics are only cancelled and appointments changed as a last option if a doctor is unwell or has to take unplanned leave and there is no appropriate clinician to cover the clinic. We are keen to learn from all feedback that we receive from our patients and their families so we have passed your comments on to our booking team. We do hope that any future care that you or your family may receive at The Hillingdon and Mount Vernon Hospitals meets your expectations and the high standards that we set for ourselves.

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