"The hospital is modern, clean ..."

About: Worcestershire Royal Hospital

(as the patient),

What I liked

The hospital is modern, clean and welcoming. All the staff were polite and helpful.

What could be improved

The clerical procedures in dealing with outpatients. I was told by my consultant he would see me again after I had an MRI scan. When the appointment came it was BEFORE the date for the scan. I rang to query this and was told I must re-arrange the scan. I rang the scanning department and they said I must re-arrange the consultant. I asked how long a gap there should be in between - they said a week. I rang the consultant's secretary and she rearranged the appointment for a week after the scan. So far so good - but an awful lot of hassle for ME. However, when I had had my scan (in Kidderminster) they asked me when I was to see my consultant (in Worcester) - I said a week later. They told ME to ring the secretary and re-arrange it for a fortnight later as this is how long it would take. Utterly bewildered as to why I was having to do all this liaison rather than them I rang the secretary and she said 'well we'll just have to see'. I pointed out a) I have to take time off work b) I only take home £380 month so to miss time unnecessarily is a big loss to me c) once I went when the clinic was running late I had to pay for 4 hours car parking for a 10 minute consultation so really I would rather not make a wasted journey. Reluctantly she suggested I ring the day before the consultation - I have rung 4 times this afternoon - my appointment is tomorrow - and left 2 messages - no one has got back to me. If I get there tomorrow and my scan results are not there I hope someone will not complain when I cry very loudly! Surely, surely this is a simple clerical task that simply needs a bit of cooperation between 2 departments. If there is no one in the NHS who can organise this - to spare patients (who are ill) having to make endless, sometimes fruitless phone calls on behalf of the staff who are being paid to do it- I will be happy to advise.

Anything else?

On one visit the car park was full so in spite of arriving on site 20 minutes before my appointment I ended up being 20 minutes late as I drove round and round waiting for a space.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››