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Impossible to contact

Story from nhs.uk

"Impossible to contact"

About: St Mary's Hospital

I had a 2ww scan on 30/06 which discovered an ovarian cyst. I had a 4m on surveillance scan on 25/10 and still haven't received my results, 13 weeks on. I spoke to someone in oncology after 3 weeks who said I need to speak to benign care team and put me through. The phone rang endlessly and I had to give up. I tried numerous times and still no answer. I eventually called oncology again after a further 4 weeks, who said they were working on approx 4-6 weeks to contact with results, and said she would put me through to the benign team as it was 7 weeks at that point. Still no answer, just ringing. I have waited on the end of a ringing phone for over half an hour several times since. Still can't get through!

My GP emailed on 21/12, I emailed on 5/1 and 10/1. I sent another on 17/1 saying no-one had answered or even acknowledged my emails, only to be copied in to them forwarding my email to the oncology team!

Yesterday I received a text saying my appt on 9/2 had to be cancelled and rearranged for 12/2 at st Mary's hospital. Then a text directing me to the new digital letter system, which said my appointment is at Withington hospital?

And STILL no idea what my result is and what I have the appointment for?

So obviously incredibly anxious now

Extremely disappointed with the service.

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Responses

Response from St Mary's Hospital 2 years ago
St Mary's Hospital

Submitted on 27/01/2022 at 16:05
Published on nhs.uk at 22:19

Thank you for your feedback. We were sorry to learn that your experience in the Women’s Outpatient Department at Saint Mary's Hospital was a disappointing and frustrating experience for you. I have discussed these events with the Matron for Gynaecology and the Deputy Directorate manager who were both very sorry to hear of your experience.

The Division of Gynaecology currently has significant administrative staffing pressures across the Gynaecology administrative service which has resulted in a reduction of staff available to answer the phones. A new telephone system has recently been implemented which is designed to allow patients to choose the exact area in which they need to make contact, however with the current staffing gaps in the service we are not able to answer all calls that we receive as efficiently as we would normally aim for. When the new telephone system was implemented, it was agreed the opening hours would be identified however, no voicemail would be available as often all messages could not be responded to in a timely manner due to high volume of calls that we receive. Saint Mary’s MCS appreciate that this is an issue within the service currently and are working hard to rectify this situation and improve the way in which patients can communicate with the Trust.

It is challenging to respond to all posts in a full way often because of a lack of detailed information, therefore if you would like to discuss your experience with us in more detail, please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686, referencing PO20/0125 or by e-mailing pals@mft.nhs.uk. We will put you in contact with a senior member of the team to discuss your concerns.

The Trust has introduced a behavioural framework within which all members of the nursing, medical teams' and Administration teams practice, so it was disappointing to read that you found your experience has been a negative one. I can assure you that we have passed on your feedback to Dr Rohna Kearney, Clinical Head of Division for Gynaecology, Ms Suzanne Hibbard, Interim Divisional Director for Gynaecology and Ms Rachael Schollar, Head of Nursing who will share your feedback with the wider team.

Alison Haughton

Acting Chief Executive Officer

Saint Mary's Hospital Managed Clinical Services.

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