"Unable To Contact ENT Department For Treatment"

Having been treated by the ENT department for over 10 years now I am extremely disappointed to see the decline in service in this once excellent department.

I am now involved with 2 teams within the ENT department. My experience of these 2 teams in the year 2023 was as follows:

Team 1:

This team deals with Oncology and sent me out a letter in January with regard to my consultation in December. This is an annual meeting or phone consultation which follows a blood test that I take a month earlier.

Shortly after receiving my letter confirming my appointment I received another letter stating that my appointment would be cancelled and that I would receive a new appointment date/time. This was never received. After waiting months I dropped into reception and was told of the new date/time. I kindly requested a letter be sent out. This was never received either.

My appointment date was yesterday and they never called me with my results. I tried to call reception and was put into a call queue with 57 people in front of me. After waiting over 25 minutes to get to position 1 on the list my call was not answered by any human and was instead transferred straight to answer phone. I left a message.

Team 2:

This team is to commence dealing with an eye/nose operation that I never quite urgently. I was referred here by Moorfields Northwick Park in July. I had no contact for 3 months so decided to contact Moorfields who said that my case was transferred to ENT for the operation.

Last month I popped into reception and they said that I couldn’t speak to anyone there but was given 2 phone numbers to call:

ENT 1: 020 8869 5256

ENT 2: 020 8869 3720

I have spent the last 4 weeks trying to call these numbers. I have called over 20 times across many days and nobody ever answers, it just rings & rings! I have now been waiting since July for my operation and have no news whatsoever about it. I even found 3 email addresses for ENT / Northwick Park and wrote to them and got no reply.

What can I do?