"Still Waiting for a reply despite 20 phone calls"

About: The Royal Marsden Hospital (Surrey)

My daughter has a health condition that is currently being undiagnosed. As part of the investigation process our GP referred my daughter, to the Children's Community Dietitians. My daughter has also been admitted into hospital this month following the instructions of her specialists at Epsom Hospital. Some many months later we received a letter dated 17 June 2014 offering my daughter an appointment to see a Paediatric Dietitian. However, in order for an appointment to become available I would have to contact the relevant department within 3 weeks (to make the appointment) otherwise she would be discharged. As soon as I received the letter, and within the appropriate times allocated to call, I contacted the department. I called somewhat 20 times and was also passed to their answering service. I did leave many messages, and sometimes I did not. As I was not called back I contacted head office to explain the situation who then simply transferred my call back to the original department, despite telling them no one ever answers or returns my calls. Again I contacted head office and again they transferred by call back to the same voicemail box. Just incase the department chose to say I made no attempt to contact them I contacted my GP and requested they made a not of my concerns. To date, we have not received any confirmation of an appointment. I would like to point out that PALS are fully aware of the failings made to my care and also my husband's. Now my 14 year old innocent daughter, who is really seriously ill, is receiving the same issues. How can the NHS justify this; and how can these failings be happening so frequently that all members of the same family household are receiving such a poor level of care and customer service? Who exactly are they employing; and why have so many employees been allowed to develop such a 'do not want to do' work ethic? I knew the NHS was failing, however, I did not realise that poor innocent children were receiving the same treatment. Something has got to be done about this.

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Response from The Royal Marsden Hospital (Surrey)

We would like to apologise that you feel that The Royal Marsden let you and your daughter down. We would be very keen to investigate the circumstances you describe to determine what happened and ensure that any problems we identify can be rectified so that you do not experience further problems. If you would be willing, we would be very grateful if you could provide further details to our PALS team via e-mail to patientcentre@rmh.mhs.uk or by calling 0800 783 7176.

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