"9 hours for prescription, 2 days for paperwork..."

About: St Helier Hospital

My husband spent 13 days in CCU with double pneumonia. He was told at 10.15am he could go home. I arranged to pick him up around 12.30 and arrived at 12.40. We were told that his paperwork, medication and sick note were not ready and we could go home and then come back later to pick everything up. We were finally phoned at 7.10pm to say it was all ready to pick up. It is a 16 mile round trip so I wasn't happy that we had to come out again that day but as my husband needed the medication we had no other choice. We arrived at 7.45pm and were then told that the sick note and discharge paperwork were not ready- we could go back Again to pick it up. I was angry that we had been told it was ready when it clearly wasn't. Also the time on the medicines discharge paperwork said it was done at 12.38 !! Why then did it take 6.50 hours for our phone call ???? We asked if the paperwork could be posted out to us the next day by first class post and we were told yes it could. We waited for the post on Friday and surprise surprise no paperwork. My husband phoned and was told that they had it ready to post but it hadn't been posted. My husband then felt that he had to drive over and pick it up as his place of employment were waiting for the sick note. This is not good enough, after being in bed for nearly 3 weeks with a severe infection he felt that he needed to pick it up as it didn't seem important enough for the hospital to post it out as we were told it would be. How long would we have had to wait if he hadn't picked it up???? This just isn't good enough and I would like answers to the above point clarified ASAP. I await your immediate reply on this matter.

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Responses

Response from St Helier Hospital

We’re very sorry to hear about the circumstances you have described, and sorry that there has been a delay in responding to your NHS Choices comment. Please contact our Patient Advice and Liaison Services (PALS) team on 020 8296 2508 or via email at pals@esth.nhs.uk to escalate this issue immediately.

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