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Chaotic appointment system

Posted By MissDale

"Chaotic appointment system"

About: Royal Cornwall Hospital (Treliske) / Trauma and orthopaedics

(as a service user),

I was phoned in the afternoon today, to be asked if I was attending my hospital appointment at the Royal Cornwall this coming Monday (today is Friday).

I hadn’t been notified about an appointment. Shortly after the call a letter went online in the patients hub together with a text advising me of the appointment.  

I had to say I couldn't come, so I believe now it looks as if I cancelled at the last minute when I hadn’t even been told I had an appointment. Chaos! 

I have already experienced being put on the waiting list to see someone about problems with my spine and when the appointment recently came through after almost a year, it was with a knee surgeon!

I am a huge supporter of the NHS, but both of these occasions have wasted resources through chaotic administration.


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Responses

Response from Natasha Andrews, Governance Manager, West Cornwall Hospital and St Michaels Hospital, Royal Cornwall Hospitals NHS Trust 8 months ago
Natasha Andrews
Governance Manager, West Cornwall Hospital and St Michaels Hospital,
Royal Cornwall Hospitals NHS Trust

Submitted on 18/11/2024 at 20:18
Published on Care Opinion at 20:18

Dear MissDale

Thank you for taking the time to share your story with us. My name is Natasha Andrews, and I am the Governance Manager for the Trauma & Orthopaedics Department at the Royal Cornwall Hospital.

I was saddened to read about your recent experience. We really value your feedback and would welcome the opportunity to discuss your experience in detail to establish if there are any lessons we can learn and service improvements we can implement. If you would like to discuss your recent experience with me directly, please give me a call on 07818 430303. Alternatively, if you would like to raise your experience as a complaint, please contact the Patient Experience team via email rcht.patientexperience@nhs.net or, if you would like to speak directly to a complaints officer, please call 01872 252 793. The phone lines are open 10 - 4 but there is an answer phone facility operating outside of these times.

Thank you, again, for taking the time to share your story with us. I am sorry that you have had such a negative experience.

Best wishes

Natasha

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