"Very disapointed"

From walking into reception for our first appointment we were disapointed with the service.

Out of date, scruffy posters stuck to reception desk without attention to detail.

We learnt more about the two receptionists on the counter discussing sickness, pay etc than I do about my own employees.

After running 3/4 hrs late (with no explaination from the reception team or clinical team) we met the consultant, who appeared to be very jolly however obviously hadn't read the clinical notes from the referring GP and was going off on a totally different tangent.

Finally, after we showed the doctor our copies of letters the doctor listened and made plan for two procedures (endoscopy and colonoscopy).

Explained we would have to wait to meet their nurse for prescription, date for the procedures and information.

When the nurse called us into what could only be described as a broom cupboard without a door, the nurse was constantly been called away by other staff, interrupted (Not once or twice but several times during our consult) and seemed to be understandably distracted with having to start again every time.

We got the appointment letter within the next week with a date for the procedure in July with a line stating 'you will be contacted 1-3 days prior to procedure' as we hadn't heard anything from Boston west, my husband followed the instructions given by the nurse prior to the procedure, fasting for 24 hours with bowel prep.

All of which resulted in my husband suffering explosive diarrhoea, stomach cramps and discomfort, which he understood although uncomfortable a nescessary evil in preparation for the procedure (which he has had done a number of times before).

As we hadn't heard from Boston West I rang this morning at 8.30am to double check our appointment time to be told by the receptionist that ' it wouldn't be today , as there is no surgery'. - as you can imagine, we were very disapointed, angry and very unhappy with this, not only had we both taken annual leave for the procedure, my husband had fasted for over 24 hrs, taken bowel prep, suffered very painful gastro symptoms all for nothing!!! Nobody had contacted us to inform us the procedures had been cancelled!! The receptionist was apologetic, stated the appointment had been moved, but couldn't explain when and why nobody had contact us.

Really poor service Boston West, very unhappy patients/customers who will be asking for a fresh referral back into PHB under good old NHS secondary care, who have always treated us with dignity and respect.

Story from NHS Choices

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Response from Boston NHS Treatment Centre

I am extremely disappointment to hear of your experience at Boston West , please be assured that we will do a full investigation into your complaint. Please do not hesitate to contact me should you wish to discuss your experience Lynne Nelson Business Service Manager Tel: 01733 842348.

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