Hi Lisa, I was notified by Lynn in your cancer care team at the beginning of October that I was not covered for HIFU but she did not know why. I asked to raise this as (a complaint). I was extremely upset and confused amongst many other emotions and was tearful on the call. This is the start of my first flagging to speak to someone senior. She assured me it would be passed to her seniors to address. No one called me. A report was requested from my consultant which was duly sent on October 12th confirmed to me by her secretary. I find it extremely annoying and rather rude/sad to intimate that it's my sides fault for lack of any response. We are now on December the 18th and finally after EIGHTY DAYS I was finally told why I couldn't have the HIFU procedure. Really? 80 DAYS. I can ship goods from China by train via Poland in 70 days. This could of been told to me on day number 1 or possibly 2. I chased and chased. I sent emails. I phoned. I broke down and cried. I had nothing from you. Nothing. I asked for a senior manager or director of the cancer care team to call me and was assured this would happen. It didn't. I asked for this to happen due to the sheer incompetence of the lady who called me from the cancer team to tell me exactly what I knew at the start of October. The disbelief from me when I asked her "why has it been refused?" to which she replied was "I don't know" I literally cried inside. The depths of my emotional well being hit rock bottom. I emailed your CEO and on the back of that you sent me an email stating you would resolve this in a maximum of 5 days. Five days later and nothing. No email or phone call from you. Nothing. Why have you even sent me a letter with a defence in it. No one listened at any stage to what I was asking which is WHY CAN I NOT HAVE THIS PROCEDURE. The simple fact that you asked my consultant for a comprehensive report led me to believe that there was hope. You literally strung me along for 80 days. You actually treated me disgracefully and to rub salt into the wound, you never had any intention to go forward with this procedure as your letter clearly states"it falls outside the scope of your cover" Your letter is apologetic but then uses defences to try and push the blame back onto me. Again this is just disgusting behaviour. Be a man. Take it on the chin. Your letter states "consider radical prostatectomy" , I've paraphrased here. You Did you not even read the letter sent by my consultant or the phone conversations I had. I do not want to this procedure. Full stop. I'm an alpha male aged 50. Even my wife doesn't want me to have this procedure. Do you even know what this entails and the possible consequences.for me both physically and mentally. The trauma you have put me through can actually be put into words, by my counsellor whom I see every week. You have destroyed part of me mentally and emotionally. You failed me at every possible turn. I I have now just thought of another email someone sent me recently stating "we have 10 days to come back to you as you are a trust member", and guess what, that didn't happen. For today, I hate your company and everything it stands for. At no point did anyone, including yourself, think "God this guy's been treated really poorly let's get this resolved" No one in the "cancer care team" thought to actually 'care" for me. No humanity. No compassion. No professionalism. Lynn wasy dedicated person but she simply vanished. The only person to date, to have any backbone was Claire, when she called today. I am utterly disgusted and emotionally battered by your negligence towards me. Can you let me know, other then the trust, what recourse I have for financial.compensation for trauma you have put me through. Thanks Andy