"Stock reply not acceptable."

About: Royal Sussex County Hospital

Anything else?

It is obvious from the comments made on behalf of the Trust that this they do not read the comments left on this site but just add the same reply to all. I clearly stated I had already made a formal complaint and I am informed that I should make a formal complaint. A little circular?

Can I ask that the Trust please read the comments left and answer the questions/comments or do not comment at all? All comments to this site should be reviewed by a senior manager and not be answered by a clerk who has been instructed to add the same stock reply so the hospital can claim it has answered all comments in a strict timeframe. This is typical of this Trust they do many things to ensure they meet targets rather than ensure patients get the care they need.

Calling on the day before the 18 week target is reached to offer an appointment the next day is not acceptable, if you work you cannot drop everything to attend an appointment/surgery/investigation. But you are then recorded as being offered an appointment within the target and you declined that appointment. This was not how it was envisaged when targets were brought in.

If I have a choice I do not get referred to this Trust unfortunately sometimes it is the only place locally to get the treatment needed.

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Responses

Response from Royal Sussex County Hospital

We would like to apologise on behalf of our complaints team that you have not yet received a reply - if you are happy to send your name to communications@bsuh.nhs.uk we can chase this for you. As mentioned in the previous message, you can also contact Duncan Selbie, the Chief Executive of BSUH, directly. We would also like to reassure you that each message is read properly and sent on to relevant staff who if possible will then contact the individual directly to try and resolve any problems. We look forward to hearing back from you and will endeavour to investigate your complaint as soon as possible.

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