"Unable to get an anser from Pain clinic"

About: Royal Sussex County Hospital

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I eventually got a date to have treatment at the pain clinic run by BSUH Trust. The letter with the appointment asked me to call the above number if I was taking Clopidogrel or Warfarin. I am taking Clopidogrel I therefore rang the number. It took at least 30 calls to get through to someone as the phone was not answered or engaged. When I eventually spoke to someone they informed me they could not tell me if I should take my medication as they were not clinical staff and they would pass it onto the nurse. My first upset is why am I being asked to call a number when the person who answers that number is unable to answer my query. I spoke to the same gentleman, who was very patient but was not the person who could help. Eventually after more calls I spoke to the pain Nurse who was unable to answer my query either and advised me to take the medication. I queried this as I did not want to have the procedure cancelled as it has taken 2 years to get this far but as she was not clinical, something I queried, well I am not a doctor she could not advise me either way.

The doctor was sick that day and there was no one else who could answer my query. The pain nurse was very patient but could not help. I did inform her I was going to complain and got a call from someone else later that day on my mobile but was unable to hear the message very well so I do not know what she said. My second even more frustrating problem is just 24 hours before the procedure I got a call from the gentleman, informing me my procedure has been cancelled due to “unforeseen circumstances” and I will get a new appointment in the post. I feel like screaming in frustration. I have arranged to be taken and collected, arranged time off work getting someone to stand in for me to teach a class. All in vain. All of the staff I have spoken to have been very professional and considerate but I am not happy with the treatment I have received. Information sent to patients should be correct and the person you need to speak to, to make changes needs to be there in the letters received.

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Response from Royal Sussex County Hospital

Thank you for taking the time to post your comments. I was very sorry to learn of the problems you have experienced with the Pain Clinic and can well understand your frustration and disappointment. I understand that you plan to make a formal complaint regarding your experience and I would very much value the opportunity to speak with you more personally in order to progress this. If this would be helpful to you, please do contact me by email to jane.carmody@bsuh.nhs.uk

or by calling 01273 664511

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