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Care Opinion

Lack of common sense

Posted By Resigned from Oxford

"Lack of common sense"

About: Stoke Mandeville Hospital

(as a service user),

I help an older gentleman who lives near me. He had a long awaited appointment at Stoke Mandeville and as he does not drive I offered to save him 2-3 hours of bus hopping each way and give him a lift. Given that the drive is 45 minutes (traffic depending) and parking can be awkward we left with plenty of time to spare.

We appreciate things are weird at the moment, we appreciate appointments get cancelled. However, cancelling an 11am appointment at 10am and not bothering to ring the patient on their mobile phone is frankly lacking in any common sense. 

Expecting a patient to be home to take a call on their landline, only an hour before their appointment, when they live 30 miles away is hardly sensible.

As it stands I have lost a morning’s work, quarter of a tank of fuel, and the cost of parking because I tried to help someone and staff didn’t think.

Unimpressed.

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Responses

Response from Anthony Banton, Patient Relations Manager, Buckinghamshire Healthcare NHS Trust 2 years ago
Anthony Banton
Patient Relations Manager,
Buckinghamshire Healthcare NHS Trust

Submitted on 14/06/2021 at 13:34
Published on Care Opinion at 13:34

Dear Sir/Madam,

Thank you for taking the time to leave your comments on this website.

I am sorry to read that the appointment cancellation was not communicated in time.

I would recommend that you double check that the patient's mobile phone number is in the system.

I would be very grateful if you could contact the Patient Advice and Liaison Service (PALS) on 01296 316042 to talk about your specific experience, and to see how we may be able to assist you at this time.

Kind regards,

Anthony Banton

bht.pals@nhs.net

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Resigned from Oxford (a service user)

The patient’s mobile number is indeed in the system, he was advised a message had been left on his landline and they hadn’t called his mobile as they were too busy to call any patient more than once with a cancellation notification.

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