"Systems/processes/forms/procedures versus patients"
About: Pilgrim Hospital Pilgrim Hospital Boston PE21 9QS
Last week my GP sent a scan appointment request card to the hospital. As I hadn't heard about an appointment nearly a week later I phoned the department to check. I was told that my GP had sent the request on a form that was 'years out of date' so they had returned the form and were waiting for the GP to send another request on an up-to-date form. They suggested I phoned my GP to check what was happening.
I am astounded that this is acceptable practice...it might have made some sense for the department to phone the surgery, explain that the request card was out of date ask for a new request to be sent on a up-to-date form and in the meantime send an appointment out to me.
No account has been taken of my worries/concerns or anxiety around my health and the appointment.......
In the midst of the bureaucracy of the NHS are the people it serves - patients, service users, customers......whatever the current politically correct term is, we mustn't be forgotten.