"I visited the cardiac Follow Up Clinic..."

About: Royal United Hospital

What could be improved

I visited the cardiac Follow Up Clinic on 02.09.10. I was informed that the report would be sent to my GP and a copy to me within 3 weeks. This did not happen. I telephoned on Friday, 08.10.10, at 4.15pm to inquire. I let the telephone ring for 30 minites. No-0ne answered it. I spoke to the telephonist this morning, 12.10.10. I was informed that the department was too busy and that it would take a bit longer for the report to be sent!!! I advised her that I needed it today as I was being admitted to Odstock Hospital for a knee arthroscopy tommorow. I am waiting!!!

Surely, this lack of adminstrative efficiency is not at all acceptable by any standard.

Anything else?

ALL STAFF, REGARDLESS OF THEIR DUTIES, SHOULD BE MADE TO GIVE THEIR FULL NAME AND TITLE WHEN ANSWERING A TELEPHONE.

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Responses

Response from Royal United Hospital

This patient is quite right, the level of service he/she has experienced isn't acceptable and certainly isn't to the standard we want all our patients to receive and for that we apologise. We are also very sorry that we didn’t keep to the timescales we set out and that this patient wasn’t given the support and information needed at the time it was needed. We encourage anyone who is dissatisfied with their care to contact our Complaints Department in the first instance, rather than posting information on a website as it enables us to more appropriately address their specific concerns to try to reach a solution. Our manager for the cardiology service is always happy to speak directly to any patient who feels that the service they have received whilst under cardiology care is below standard, to resolve their concerns.

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