"Shoddy Organising"

I have been an outpatient of my consultant at Bootham Park Hospital for over four years now, and I have consistently been inconvenienced and distressed by appointments being cancelled or incorrectly organised. The most recent occasion was today. After arriving at the hospital and giving my name, and then paying for an hour's parking, I waited. And waited. Fifteen minutes after my appointment was due to start, I asked the receptionist whether the SHO I was due to see was running late. Only then did they tell me that they were on call all day, despite having booked a room for my appointment, and questioned whether I had the correct date and time - I unfortunately did not bring my appointment letter with me, having put the date and time in my diary, so I couldn't show it to them. The receptionist then rang the doctor's secretary, who said that there was no record of an appointment on the system. On my way home, I started to suffer an anxiety attack, panicking and doubting my own ability to manage my affairs (something which I take great pains to be efficient in, to avoid exacerbating my mental health difficulties). My letter, dated December 4th 2014, showed that I had the correct date and time. After I rang the hospital to let them know, I was told that because the doctor's previous SHO had made the appointment, it wasn't on the system. I am aware that it is common practice for SHOs to come and go every six months, so I would expect that the system was designed to cope with this. There was a complete lack of apology for the mistake made, which was not my fault, and I felt as if I was inconveniencing hospital staff by trying to attend my appointment. Although I have now been offered another appointment, in a week's time, I am so incredibly fed up with Bootham Park Hospital. This sort of thing has happened again and again. As a mental health hospital, I would expect that the staff were aware that continuity of care and stability are very important for their patients' well-being, and that delays, forgotten appointments, and the blase attitude with which these issues are treated has left me with absolutely no confidence in the organisational abilities of the hospital and its staff.

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Responses

Response from Clare Blackburn, PALS, Complaints & Claims Manager, Leeds and York NHS Partnership NHS Foundation Trust

Dear Anonymous

Thank you for taking the time to post your concerns on Patient Opinion. We are sorry to hear that you feel your experience was unhelpful. Nevertheless, we are grateful for you bringing it to our attention.

I have forwarded your concerns onto one of our managers who will be able to provide you with a response to the concerns you have raised.

In the meantime, if you would like to discuss your concerns further then please do so via our PALS service who can be contacted on 0800 0525790 or e-mail pals.lypft@nhs.net

Clare Blackburn

PALS & Complaints Manager

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Response from Clare Blackburn, PALS, Complaints & Claims Manager, Leeds and York NHS Partnership NHS Foundation Trust

Dear Anonymous

I am very sorry to hear that you have experienced a poor service from us. I can only presume that on this occasion there was some confusion in relation to the recent move to a new IT system which may have resulted in your appointment not transferring across as expected. I do expect Reception staff at Bootham Park to be professional and helpful at all times and I will address these issues with them.

Thank you for your comments, it is helpful for me to understand the difficulties experienced by anyone who has contact with our services. Please be assured that I take these matters seriously and will take appropriate action.

If you would like to contact me via our PALS service who can be contacted on 0800 0525790 or e-mail pals.lypft@nhs.net, I can obtain some more detail from you which would enable me to investigate the matter further.

Kind regards

Sue Sheard

Lead Support Service Manager

Specialist, Learning Disability and York Care Services

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