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Disgraceful delays at the oncology department for my elderly...

Posted By John 1

"Disgraceful delays at the oncology department for my elderly father"

About: East Surrey Hospital / Oncology

(as a relative),

My father, who is over 90 years old and has prostate cancer, had a appointment this afternoon in the Oncology department.

On arriving twenty minutes early, I booked him in and sat in waiting room.

One hour and twenty minutes past his appointment time we were still sitting in the waiting room, there were 3 consultants on at this waiting room.

We walked out, still not having seen anybody.

You call this putting people first! I call it a disgrace. I spoke to a nurse about this, but she was of no help either.

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Responses

Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust 10 years ago
Ian Mackenzie
Director of Information and Facilities,
Surrey and Sussex Healthcare NHS Trust

I am responsible for everything to do with facilities, estates and IT. This includes our £50m building programme, food, cleaning, estates, porters, telephones, IT, transport, car parks and anything similar. Also leading our new Patient Experience Programme.

Submitted on 03/05/2013 at 14:51
Published on Care Opinion at 14:55

picture of Ian Mackenzie

Dear John 1

Please accept my apologies for your recent experence in outpatients.

If you can send me your father's details by e-mailing ian.mackenzie@sash.nhs.uk or telephone 01737 231988 I will get someone to find out what happened.

Regards

Ian

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Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust 10 years ago
We are preparing to make a change
Ian Mackenzie
Director of Information and Facilities,
Surrey and Sussex Healthcare NHS Trust

I am responsible for everything to do with facilities, estates and IT. This includes our £50m building programme, food, cleaning, estates, porters, telephones, IT, transport, car parks and anything similar. Also leading our new Patient Experience Programme.

Submitted on 10/05/2013 at 08:41
Published on Care Opinion at 11:34

picture of Ian Mackenzie

Dear John 1

I have spoken to various staff involved in the clinic and we are very sorry that you had this experience.

Unfortunately the clinic was extremely busy that day but what we should have done was explained the position to you and ensured that you were kept informed at all times of what was happening. Our lead cancer nurse will take this issue forward so that all staff are reminded of the need to communicate what's happening with patients and their relatives at all times.

I appreciate that this doesn't resolve the problem with waiting that you had, but please be assured we are trying to ensure that it either doesn't happen again or if there are delays that everyone is fully informed.

Regards

Ian

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