"Lack of Empathy"

I have been receiving radiotherapy at WGH and had had 2 doses.  I was to go back for my third.  I spent over an hour in nose to tail traffic to get there and on my arrival I got a call from staff to tell me that one of the machines was broken.  I was told to go home. 

You can imagine after having travelled in traffic jam for over an hour and to be suffering emotionally I was really angry.  I went in and they told me I would need to wait an hour and half after my appointment  This would take me to a point where I wouldn't get home in time for responsibilities which involved other people.  I asked if they could prioritise patients.  I know everyone has cancer and everyone needs to be seen but I was asking if there were patients there who could effectively wait longer or come back to allow those who can't to get in first.  This would mean everyone would be seen.  It would be as simple as asking each patient about their other commitments that day. 

The response I got was "no".  I tried to explain my situation and was met with a cold response each time of "no".  I would have expected more of an explanation.  When you go for an operation the staff prioritise the most urgent.  I tried to rearrange my commitments but then my phone battery ran out so I had to leave. 

I spoke to reception saying I was having to leave clearly I was agitated and I told them so because I knew I'd miss my appointment and they would need to reschedule and this was difficult for me because I don't have support at home and have other commitments I can't get out of.  I can't get someone to help me at the last minute.   Another member of staff came to talk to me and whilst she was empathetic by this time I was so angry I wanted out of there.  I was really upset and felt totally discarded.  I left in tears.  I was called later that day and had been told I needed to attend my next appointment the day after and another appointment would be needed the day after that.  The person on the phone said I had missed my  appointment so would need to attend.  I explained that I didn't miss my appointment, I was there but couldn't be seen.  I said I wasn't sure if I'd be able to come along on the extra day because I needed help at home for other commitments and would need to let them know when I got to the hospital. 

Thankfully I did get help with another commitment and I was able to go to my appointment but I felt so emotional and discarded simply because of one of the member of staff's inability to have empathy.  My other treatments have been first class and I cannot fault them.  This treatment just brought me to tears.  Staff need to prioritise cases and use a holistic approach understanding that not everyone with cancer goes home to rest. Some patients do have other commitments and cannot make appointments at short notice.  I actually felt as if my health didn't matter.  I was just a number.  Maybe staff there could have some communication training.