"Re ordering my prescription for stoma care products"

The information and support I received recently from Nic at RDash Specialist Continence Services was very helpful. I met her in person when I went to their department. I wouldn't have needed to do this if I had received a phone call from that department after leaving a message on the main switchboard for someone to contact me in order to receive further supplies, which I do approximately every three months, for about a year now. This system has replaced the one that I have used for the last forty six years without any problems at all.

Nic told me that the area that I live in is involved with a pilot scheme. On previous occasions when I have left messages I have received a call back on the same day. Until I receive it I am anxious and annoyed that this has replaced a perfectly good system. However, on this occasion I didn't receive a call on the same day.

Nic explained why it had happened (staff sickness/ shortage) and I totally understand that these things happen and having previously worked for the NHS I can sympathise with staff because I don't think they are receiving the support they need to give patients the help they require.

The new system isn't working for me because while I am waiting for the return phone call, I will not leave the house even with my mobile phone. I am a very private person. I do not wish to discuss my very personal needs over the phone while with friends, family or public places (where there may not be a signal). I certainly wouldn't want to discuss this if I was at work! When I make a phone call it is at my convenience. I want to deal with the matter and get on with my life not being restricted because of a system that doesn't take the personal nature of this matter into account.

Nic explained that I could email my request to the main email address which is given on the recorded message on the main switchboard. She gave me a card with the department details on (which includes stoma care) which I will use in future. It is impossible to get through to this department directly. This is totally wrong. Many older people may not have access to email, so a phone call is their only option. It is frustrating enough to have to deal with this area of health without making it worse than it already is.

Please consider individuals before changing systems that have worked perfectly well for years.

Thank you for your time and help Nic, it was greatly appreciated.