"Appalling experience continues after short..."

About: Medway Maritime Hospital

Having left a review before about the appalling treatment by the dermatology department, I experienced a short reprieve in the shoddy patient care by complaining. However, they are now truly back on shocking form. I received a text message two days before my appointment saying it was cancelled, and to await contact. A few hours later, I received a text saying my apt was back back on for the original date and time. The next day, the day before my appointment, I received a letter with an appointment for three weeks after my planned one, with a scribbled handwritten note at the bottom saying that it was replacing my original appointment. Not apologies at all. The medication I'm on requires strict management, with appointments every four weeks as I can only have four weeks of medication at a time. It doesnt take a genius to figure out that I will therefore run out. This isn't the first time it's hapened. I'm sure it won't be the last. I stupidly opted for Medway when my GP referred me as it is my local hospital. I won't be making that mistake again. Of course, I phoned the appointment centre, who put me through to a consultant's secretary (even though I am seeing the nurse practitioner at the moment). Of course, the secretary didn't answer their phone and it just rings and rings. I therefore phoned PALS, who due to a high volume of calls (complaints) couldn't answer and asked that I either contact the secretary (ha!) or leave a message and wait to hear from them, but that would probably be tomorrow. Does Medway hospital think I don't work for a living? That I can drop everything and reschedule my working shifts whenever they see fit? Being on the end of a phone that will never be answered isn't exactly how I want to spend my days after finishing a night shift. Leaving this review in the hopes of getting this situation sorted out - leaving negative reviews on the internet seems to be the only thing that works.

Story from NHS Choices

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

Responses

Response from Medway Maritime Hospital

We are sorry to hear that you have gone through such an experience when dealing with our outpatient services. We recognise that we need to do a lot better in our outpatient and administrative processes and are in the midst of reviewing and redesigning the systems to stop such things happening.

In relation to your Dermatology appointment David Carpenter, Service Manager for Dermatology would be glad to assist you - do contact him on 01634 830000 x8923 if you wish to follow this up.

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