"Pain Management Clinic Administration"

About: The Royal Victoria Infirmary

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My son visited the Pain Management Clinic on 10th September in respect of an undiagnosed severe pain which he has had for a number of years. The doctor prescribed pain relief patches and said he would send a letter to my son's GP for them to write their own prescription for him. We telephoned the clinic on 30th September to ask why this had not been done and we were told that there is a one month backlog in the typing department., however the department would arrange for the prescription to be faxed to his GP. This has not happened and subsequent numerous attempts to telephone have been met with a recorded message that there is nobody available in the department to answer calls.

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Response from The Royal Victoria Infirmary

Thank you for taking the time to post your feedback on NHS Choices. Can we firstly apologise for the inconvenience caused to you by the delay in sending out the GP’s letter. Over recent months we have made a number of changes to the administrative function in order to improve the turn-around time of such correspondence. However, it would seem that on this occasion, our performance fell short of our expected standard. Such instances are uncommon but when they do occur the secretarial team should immediately fax the required information to the GP to avoid any further distress. As your comment has been posted anonymously, we are unable to investigate further. If you could provide us with your son’s details, we are keen to find out why the due process was not followed, you can contact Mr A Pike, Assistant Directorate Manager or Mr P Anderson, Patient Relations Manager or a member of his team on 0191 233 6161. We would also like to apologise that you have been unable to contact the department by telephone. We will report this to the department concerned and ask them to investigate the problems as we understand the anxiety and frustration that this can cause. Thank you once again for your feedback.

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