"Lack of response and muddled actions"
Posted by TScudder (as ),
I was receiving poor service following an enquiry I made and was directed to PALS at Queen Mary's Roehampton even though this is not the hospital where problems took place. I was told that one person worked between hospitals and would deal with the problem. However, this is where all the muddle began and what was a simple task has now become a mountain, involving several people. PALS do not answer the phone, call back is limited if at all, my emails were not answered and when they were it was clear my position or questions were not understood. I then began to feel I was being ignored or worse, brick walled.
When I complained, the complaint was sent to the very person I complained about. Even when I spoke to line managers, nobody seemed to know quite what they were doing and even more people got involved. Now I am no further forward, several people are involved but nobody is getting back to me.
All I am told is that the Chief Exec will, at some point in the future, respond to me. My questions have become a complaint, and my actual complaint has been pushed to one side! A total and utter waste of my time and staff time. No wonder the NHS is in trouble if this is how admin and management work.
Communication is vital at all times when dealing with service users. This message has not got through it seems as even simple emails are not responded to.
Unfortunately the message sent is that there must be a general lack of respect towards me (as a member of the public), a lack of concern about my frustrations, and worse - a lack of concern about the person for whom I care.
I am now told that I should hear something on Monday....I won't hold my breath.