"Great staff and care but administration has..."

My first experience was for an operation in December 2014 where communication was very good and efficient with a specific point of contact for my consultant and secretary.

The whole process was extremely satisfactory so when I needed to return again earlier this year I was feeling confident of being in good hands.

Health-wise - yes, but administratively - no.

After my consultation I should have been given appointments for two scans and a follow-up appointment with the Consultant.

Nothing happened.

I called, the promised call back didn't happen.

I called again later that week, same thing but I did receive an appointment for a scan through the post a week later for a day when I was on holiday.

This could have been avoided if either of the phone calls had been returned as promised,

The follow up appointment with the Consultant was never made.

As I had an NHS appointment with this Consultant (which had been booked 3 months earlier) I gave up pursuing it further but during our consultation even they couldn't get hold of any of the staff for my blood test results - they tried 3 times whilst I was sitting there and was put through to an answerphone each time.

Please, if this is a new system, it isn’t working.

The staff are obviously trying their best in what I am sure are frustrating circumstances for all concerned, but we get lost in a myriad of different names.

Continuity with a secretary for a consultant is reassuring for the patient, builds a relationship and works more efficiently as there is an understanding of the patient’s requirements and the consultant’s situation to deliver what the patient needs.

I have been nothing but happy with the standard of care at the hospital once I'm there, but am disappointed that the administration system seems to be letting everyone down.

Story from NHS Choices

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