"Incredibly poor service and set up that is…"

I am writing this review on behalf of my friend who has significant mental health issues. I hope it will lead to change in practice.

A text arrived telling my friend to book a massive list of blood tests with his local hospital (18 miles away), message was confusing and ended with if we do not hear from you within 72 hours you will be recorded as DId Not Attend, but no contact number shared just an assumption that he could use the internet! The panic and stress for my friend was dreadful and as text was after 6pm also nothing he could do. Today he tried to book these blood tests except our hospital does not offer this service, he tried his local medical centre who as ever abstained from any responsibility as they have never heard of the company or have a contract with them.The effect this had on his mental health was pretty immediate. I found the website and rang the number, pressed the various numbers to get through to our area. Person who answered phone had crying baby in background which made it difficult to hear and didn’t appear to know that Dorset is a county not a city/town. Explained his situation and also that what they were demanding was not actually available and the panic they had caused in suggesting he would be removed from the waiting list if he did not comply. Apparently this will be passed onto management and a note was made to ensure he doesn’t get removed from the waiting list for tests that are already booked with the hospital anyway. I understand the need to get waiting lists down but this outsourced service does not work, would appear as with many systems to be city centric rather than having any knowledge of rural areas. Does not appear to have any of the structures or procedures in place to actually achieve the demanded blood tests, no adjustments for non internet users or people with disabilities. It is hard enough for someone with significant mental health issues to get care for physical issues let alone when confronted by faceless tick boxing profit making companies. I also note google reviews give 2 out of 5 stars but NHS gives 5? It felt as if this service was more about the business meeting it’s outcome to get paid than any improvement in the health outcome for a disabled person. If the NHS are to outsource in this way surely they should at least ensure it works for users?