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Care Opinion

Video consultation problems

Posted By SPr22

"Video consultation problems"

About: Royal Cornwall Hospital (Treliske) / Trauma and orthopaedics

(as the patient),

I feel angry, let down, dismayed, how long do you have?

I had an online video appointment, booked for 09.30am. At 08.45am I tried to log in using the link given to me.

The system asked for my email address and date of birth which I entered. A red box popped up telling me the password was incorrect. I hadn't been asked for a password.

I rang the RCH asking for help only to be passed from pillar to post to people who couldn't help me. I have subsequently and through no fault of my own, missed my appointment. VERY unhappy.

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Responses

Response from Royal Cornwall Hospitals NHS Trust nearly 2 years ago
Royal Cornwall Hospitals NHS Trust

Submitted on 27/06/2022 at 19:09
Published on Care Opinion on 28/06/2022 at 08:07

Thank you for your feedback; I am sorry to read of your experience and the frustration caused.

Please contact my team on 01872 252201 to discuss further and they will be able to guide you on accessing the system in future. The system you were trying to access is our patient portal (Patient Hub) which notifies and reminds patients of their outpatient appointments, and via which you would have been able to access the video consultation link.

We will be pleased to help you and also liaise with the booking team to reschedule your appointment.

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Response from Holly Kiernan, Patient Experience Manager, Patient & Family Experience Team, Royal Cornwall Hospitals NHS Trust nearly 2 years ago
Holly Kiernan
Patient Experience Manager, Patient & Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 28/06/2022 at 16:01
Published on Care Opinion at 16:01

Thank you for taking the time to give us your opinion as we truly appreciate your feedback. We would love to contact you in future to help us inform decisions about our services and the way we work. This could range from small queries to larger projects so that you can be involved as much or as little as you like.

If this is something you would be interested in please contact the Patient Engagement Team at Royal Cornwall Hospitals NHS Trust on rcht.patientengagement@nhs.net or telephone 01872 252793, so that we can record your details.

Thank you again for taking the time to tell us about your experience.

Best wishes,

Holly

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