"Not receiving treatment when needed twice"

I am an outpatient at Mount Gould hospital. I have emphysema.

When I first attended there they told me if i have any problems with my breath i was to call them and they would come out to me and help me. Up to now i have called them two times and both times they have not come out to me my first time was around mid October, i was told my nurse would call me the next day. i got no call from her at all. I called them back on that date and i got no reply at all.

I ended up going to my Gp for treatment as i was so very bad unable to catch my breath. On the thursday i called Mount Gould very unhappy with the lack of response from them. The nurse who should have called me told me she was off duty and therefore did know about this. She also told me my new phone number (that i left with the person i talked to) was not updated on my file.

She told she would come out on the friday. I told her there was no need as i had to go to my GP to get treatment.

Yesterday i called Mount Gould again for the same reason as above but still they would not come out to me. The nurse told me to rest and take my meds and she would call the next day to see how i was. again i needed to go to my GP for treatment.

Why do they have this service when they do not help the person when they need help both time? I have tried to trust this hospital but both times I was let down by them.