"Why is it so difficult for the staff to communicate?"

About: Derbyshire Healthcare NHS Foundation Trust / Adult mental health Derbyshire Healthcare NHS Foundation Trust Adult mental health DE22 3LZ

Posted by usernameschmusername (as the patient), 4 years ago

I feel utterly worthless. Called on Wednesday to sort out an appointment that has been months in the making after no calling me to arrange (as has been agreed would be done for all future appointments). I was told I would receive a call back “tomorrow”/Thursday.
Friday roles around and still no call so rang again and was told it would now be Monday (this was @ 16:10 so not exactly home time!).
Tuesday roles around and still no call back! (Now been told it’ll be Thursday - over a week after initially calling to sort what I deem to be an emergency appointment!!!)
Why is it so difficult for the staff to communicate? Why not have the decency to call, check the patient is ok and apologise for the delay but the member of staff is ill or been called away. This would be more appropriate than leaving vulnerable people feeling forgotten and worthless!
And before I get asked to contact “Patient Exacerbation ‘Team’” to discuss the issue, don’t bother. I have tried many times to ask for basic changes and nothing is ever actioned, even if it would cost a matter of pence!!

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Responses

Carolyn Green

Director of Nursing and Patient Experience,

Derbyshire Healthcare NHS Foundation Trust

Submitted on 03/07/2019 at 11:47

Published on Care Opinion at 13:08

Hello
I am really sorry we have not been helpful and not called back. May we try again?
Please do call the Patient experience team so we can help. If you leave your name and number one of our nursing team will call you back.
I am sorry it hasn’t been easy

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Anne Reilly

Complaint/Patient Experience Manager,

Derbyshire Healthcare NHS Foundation Trust

Submitted on 03/07/2019 at 14:18

Published on Care Opinion at 14:43

Hello we really would like to help resolve the appointment issue for you. Please do contact our Patient Experience Team on 01332 623751 or by e-mail dhcft.patientexperience@nhs.net and we will do our best to help. thank you

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Update posted by usernameschmusername (the patient) 4 years ago

Both
I do not want to deal with the PET as I have been through the complaints process and got nowhere. It is just added stress to an already hard situation. If you would really like to resolve the issue I have had, maybe look at the actions from meetings you have had and not acted on!
Trying to sort appointments out shouldn't need the PET....just staff who can communicate and have access to each others diary's. I have had a call back today from the nurse I needed to rearrange an appointment with (due to being abroad). This nurse was unaware of why I had called even though I have explained at 3 times as to why I wanted to speak to them on the earlier contact. When taking notes to pass on messages to colleagues, do reception staff just write "call this person"!? Surely some prior knowledge would help them get the information to be able to help the patient in a timely manner since they have already been waiting a week!?

Anne Reilly

Complaint/Patient Experience Manager,

Derbyshire Healthcare NHS Foundation Trust

Submitted on 04/07/2019 at 14:28

Published on Care Opinion at 14:34

I am very sorry that our contact with you has not been helpful. In order for us to be able to help resolve this issue for you please can you contact our team directly as we will need your name, date of birth and contact details so that we can talk to the clinical team that you have been in contact with. Thank you.

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Update posted by usernameschmusername (the patient) 4 years ago

Anne
All that is required is staff being taught to communicate with each other in an efficient manner, and allow team members to see each other’s calendars and be able to book appointments when people are off on holiday or otherwise. Not receiving phone calls back after more than a week is beyond any reasoning when dealing with any patients, let alone patients mental health issues that are at the tipping point.
You do not need my details to do this, but Matlock is the CMHT location.

Anne Reilly

Complaint/Patient Experience Manager,

Derbyshire Healthcare NHS Foundation Trust

Submitted on 04/07/2019 at 17:04

Published on Care Opinion on 05/07/2019 at 11:05

Thank you.

I will feed this back to the Matlock team manager.

Thanks,

Anne

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