"Hopeless Administration and Inter Departmental..."

About: Queen's Hospital (Romford)

I went to the A&E on 11/03 (on the advice of NHS direct) and was seen by a doctor in good time. Very satisfied with the medical treatment at the hospital but once back home have had the total run around in trying to make a hearing test appointment and follow up clinic appointment. I suspect that the doctors lack of administative support when he was treating me is the reason I have been having such trouble but nobody wants to take the responsibility to sort it out. Here is what happened:- 11/03 - The Doctor prescribed drugs and told me to make 2 appointments. The first with OPD audioligy for a hearing test and the second with the SHO clinic for a follow up to the test. He gave me a number to call. 12/03 - tried to call the number 8 times each time the receiver appeared to be lifted and replaced 13/03 - rang the main switchboard number and was given a number for audiology. Got through on the 7th attempt to be told I need a doctors referral. Put through to the ward I was treated on. Was told I should call back the SAU in the afternoon which I did but it was an Invalid phone number so I spoke to audioligy whot put me through to the ward again. I was instructed not to call until Monday as the referral would be going through and that I would also get a letter regarding it. 17/03 - rang audioligy a couple of times and was cut off (not surprised). Rang PALS and left a voicemail - no reply as yet. 18/03 - Rang audiology again. Eventually got through but still no resolution - GIVEN UP Fortunately my hearing seems to be returning so I will finish the course of drugs forget this episode and get on with my life without the test

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Responses

Response from Queen's Hospital

Thank you for your comment on NHS Choices. I am pleased that you were very satisfied with the care you received and I’m sorry that contacting our hospital for an appointment has been an issue. We have been experiencing higher than usual demand for our appointment line, which I understand can be very frustrating. To look into this for you I am going to need some more details. Please contact me through our PALS team by email PALS@bhrhospitals.nhs.uk as I understand you have already tried calling PALS. Yours sincerely Flo Panel-Coates Director of Nursing

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