"Treated in an offhand manner "

About: Stobhill Hospital Victoria Infirmary / Ear, Nose & Throat

(as the patient),

Complaint regarding my ENT appointment at the Victoria Infirmary Glasgow.

After waiting for the 18 weeks I eventually was rewarded with an appointment due to a cancellation with an ENT consultant, at the Victoria Glasgow. This was done by telephone as it was due to a cancellation , and was granted in early April 2012.

When I saw the consultant I was informed me that I was to have a CT scan and that it would take place within the next 3 or 4 days, and that I would be back in to see them within the fortnight.

When a fortnight had gone past I still had not received any notification of the CT scan, I phoned the secretary to see if I could find out why. Repeated calls were made to be met with voice mail. I left my details and heard nothing. I then rang another number given on the voice mail to be told that they could not help me as they need to be informed by the secretary. But the person would see if they could contact the secretary and find out.

A few days later I received a phone call from Stobhill who told me that they had sent out a letter to me and that I was to attend for CT scan. This date was 3 weeks after my appointment. When I asked them what address they were sending the letter to they gave me a wrong address.

After the scan the operator told me that the results would be forwarded to the consultant that day and that I would then be sent for to attend the clinic once more.

33 days after the appointment, I ran out of patience once more and went thought the hoops again phoning the consultant's secretary, more voice mail, I left a message, and then I went on to the other number I was directed to once more, and heard the same script as before. They cannot do anything until the secretary contacts them. Eventually around 2.30 I got through to a a member of staff, who did not seem very keen to hear me talking and I felt talked over me mostly in a loud and rapid manner. After some time searching my file was found and then after more searching I was told, “do you know, Stobhill have not even sent your results yet.” I said my expectation was that I would have been seen again within the fortnight as the consultant has said. I explained that I was in a great deal of pain with failing vision in my right eye, and was very worried and at the end of my tether. I was told that they get calls like this every day, and that they were at the end of their tether too and if I wanted to complain that I was to feel free.

So I am making a complaint and I will copy this letter to what ever complaints procedure forms I am directed to as I am completely disgusted with this. It really sticks in my throat to be treated in this offhanded manner by someone who, it seems to me, could not care less.

By all accounts these problems are supposed to be getting solved, it appears to me they are getting worse.

Do you have a similar story to tell? Tell your story & make a difference ››