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I am aware of a patient who has been on a waiting list at this Trust since July 2011. In late February early March they offered him two dates that he could not make as he was on holiday. These were offered with less than two weeks notice therefore not 'reasonable', (although he was unaware of the rules at the time so did not challenge this). They took him off the list and the 18 weeks started all over again when he rang on return from his holiday.

He has now waited over 18 weeks from that date, and despite asking PALs for help, not to jump the queue, but to get some indication of a likely month, so that he can plan his life and book another holiday, he was just told how difficult things were for the Trust.

Excellence in clinical outcomes which CUH certainly delivers does not divest the Trust of its responsibility to put the patients at the centre and at the very least communicate with, listen to and value their feedback.