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"They could communicate with each other better"

About: GPs in Devon North Devon District Hospital / Cancer Services Royal Devon & Exeter Hospital (Wonford) / General medicine

(as a service user),

My feedback is both good and bad, the actual experiences I have when I'm in hospital, the staff and the attention they give me, that bloody marvellous. But the administration and communication leaves a lot to be desired.

In the post, I received a received a letter with a doctors appointment at Barnstaple Hospital, at a certain time on a certain date. I then got another letter from Exeter hospital, inviting me to a different appointment at the exact same date and time! When I rang them up they were nice about it, asked which I'd prefer to attend. Well, Barnstaple is closer, so I said I'd go there and that all worked well.

When I attended the Seamoor Unit, they gave me a check on my hormones, and discovered I want hormone injections. 5 weeks worth, at 1 a week. They said I can either go to my GP practice , or go to Holsworthy hospital. Well, since I don't currently have a licence, I don't get out that much, so I chose Holsworthy, so I can do some shopping at the same time. The next day, they phoned and said I now shouldn't go to Holsworthy, and need to go to my GP and be there for 11:15. So I went to my GP practice base at short notice and arrived at the time they told me... and the GP didn't know about it! 

So there I was, disappointed and confused about my injections, sitting in the car. I was waiting to get my flu jab, when one of the staff comes out and waves this package round saying it was for me. Well I opened it and it was the bloody serum sent from the Seamoor Unit! It was supposed to be kept in the fridge! There was nothing on the packaging to suggest this and no one knew until I opened it. Well the nurse gave me one of the injections, and said the rest had to be thrown out, had been out of the fridge too long.

Again, whenever I've been in Barnstaple Hospital and when I attend Exeter Hospital too, staff have been absolutely marvellous. Surely they could communicate with each other better, or with my GP?

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Response from Pippa White, Haematology CNS, Cancer Services, Northern Devon Healthcare NHS Trust 2 months ago
We have made a change
Pippa White
Haematology CNS, Cancer Services,
Northern Devon Healthcare NHS Trust
Submitted on 27/10/2021 at 10:00
Published on Care Opinion at 10:15

Dear waltzex76,

I am so sorry to hear about the problems you have encountered.

I understand this must be really frustrating and it is a problem we have had before with appointments. Although I can't change what happened with your appointments you may be glad to know that NDHT and the RD&E trust will be using the same electronic systems in the next year which should hopefully make issues like this a thing of the past.

In regards to your injections at your GP's surgery I can only apologise that this was not a smooth process for you. I hope this has been resolved by one of the team however if not please could you call us on 01271 314043 (please leave a message and we will call you back once we are free). Do not hesitate to contact us in the future if there are any issues.

Kind regards

Pippa White

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