"Can't even get a simple appointment correct"

About: New Cross Hospital

After arriving at my 'appointment', I was told by two very unhelpful receptionists that the doctor I was due to see that day was at another hospital within the Trust, was not due in that day and they would try and see what was going on. After waiting for long time in a very noisy waiting room, which the receptionists did nothing to calm down, I was told that I had been sent to the wrong hospital despite the appointment letter clearing stating that I was in the place I was told to come to. They could give me no answers as to why I was sent to the wrong hospital and was simply sent away despite being in pain. Was just told they would try and contact me. After hearing nothing I phoned today to see what was going on and, after trying for nearly half an hour to speak to someone in Gynae and being put through to a Physio's beeper finally spoke to a very nice person, who even though they couldn't tell me anything, gave me the number to Appointments. After explaining the situation to a not very bright young person was told to go back to my GP and start the entire appointment procedure again. Then spoke to their supervisor who was even less helpful. They took absolutely no responsibility for the fact I was sent to wrong the hospital by their department and promised to call me back - they haven't. Will now have to wait potentially up to 13 weeks on top of the 4 weeks I have already waited for an appointment. Have no idea if the medical staff are any good, as you have to fight your way through ineffective admin staff to get to them. No apology has been forthcoming, just told to sit and wait in pain until they are ready to send to another appointment which may or may not be correct. Beyond useless.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from The Royal Wolverhampton NHS Trust

I was sorry to read your comments relating to your recent experience when attending for an appointment. To enable me look further into your concerns, I would be grateful if you can contact the Patient Advice and Liaison Service (PALS) on 01902 695362 who can assist you further.

Kindest regards

Carol Bott

Head of Patient Experience and Public Involvement

Response from New Cross Hospital

Thank you very much for taking the time to post your comments relating to your recent experience at our hospital. I am sorry for any distress that this matter has caused you. To enable me to look further into your concerns, I would be grateful if you can contact our Patient Advice and Liaison Service (PALS) on 01902 695362 who can assist you further. Just to inform you, the Care Quality Commission (CQC) are holding two public listening events on: Tuesday 26 May 2015 at The Mount Hotel, Mount Road, Tettenhall Wood, Wolverhampton. WV6 8HL at 6.30pm and Wednesday 27 May 2015 at St Luke's Church and Community Centre, Parish Office, Church Street, Cannock, Staffordshire WS11 1DE at 6.30pm Any feedback that you can provide to the CQC would be very much appreciated. If you require any further information relating to this event, please do not hesitate to contact the Patient Advice and Liaison Service (PALS) on 01902 695362. Kindest regards Carol Bott Head of Patient Experience and Public Involvement

  • {{helpful}} of {{total()}} people think this response is helpful