"lack of outpatient follow up at UCH"

I was seen for an gastroenterology outpatient appointment at the end of January and referred by the consultant for a gastroscopy.

About 5 weeks later, I telephoned the endoscopy department as I had not heard about an appointment. They informed me that the appointment had been set for the following week and I should have received a letter. I was unable to make this time at this notice, and they gave me two phone numbers to call to arrange a new appointment.

I have telephoned these numbers four times at different times over the course of 10 days. Each time there was no answer.

I then received a letter from the endoscopy department informing me that as they have been unable to contact me, I will be removed from the waiting list if I do not get in touch within 5 days of the letter. I have had no missed calls or messages from UCH.

I continued to telephone the numbers listed another six times at various times over the next 5 days. On five occasions there was no answer. On one occasion I spoke to a member of staff who told me that “the system was down” and assured me that someone would call me back. No one did.

On the 5th day, I emailed the consultant I had initially seen, copying in the Patient Advice and Liaison Service (PALS). Within half an hour, someone rang me up to arrange an appointment the next week.

Hospitals can be efficient, when they want to!