"Great staff and care but administration has..."
Posted by Anonymous
My first experience was for an operation in December 2014 where communication was very good and efficient with a specific point of contact for my consultant and secretary.
The whole process was extremely satisfactory so when I needed to return again earlier this year I was feeling confident of being in good hands.
Health-wise - yes, but administratively - no.
After my consultation I should have been given appointments for two scans and a follow-up appointment with the Consultant.
I called, the promised call back didn't happen.
I called again later that week, same thing but I did receive an appointment for a scan through the post a week later for a day when I was on holiday.
This could have been avoided if either of the phone calls had been returned as promised,
The follow up appointment with the Consultant was never made.
As I had an NHS appointment with this Consultant (which had been booked 3 months earlier) I gave up pursuing it further but during our consultation even they couldn't get hold of any of the staff for my blood test results - they tried 3 times whilst I was sitting there and was put through to an answerphone each time.
Please, if this is a new system, it isn’t working.
The staff are obviously trying their best in what I am sure are frustrating circumstances for all concerned, but we get lost in a myriad of different names.
Continuity with a secretary for a consultant is reassuring for the patient, builds a relationship and works more efficiently as there is an understanding of the patient’s requirements and the consultant’s situation to deliver what the patient needs.
I have been nothing but happy with the standard of care at the hospital once I'm there, but am disappointed that the administration system seems to be letting everyone down.