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Tel Calls to Anti Coagulant Clinic ?

Story from nhs.uk

"Tel Calls to Anti Coagulant Clinic ?"

About: Good Hope Hospital

My mother in law was due to attend another "Warfarin check" on Wednesday 23.9.15., but following a fall and an overnight admission recently, where she was assessed by a very helpful geriatric specialist, her Warfarin treatment has been withdrawn.

Conscientious attempts to advise the Anti Coagulant Clinic that she would not be attending seem to have verged on the farcical, and it is not surprisng that the NHS has been obliged to record huge financial costs arising from "No show" patients, as the process of advising of cancellations is a huge deterrent to those who are not blessed with perseverence or have time restraints to fulfil this task.

The number given for the Clinic was not answered on numerous occasions, and had no diversion or answerephone facility. Digging out this website and an apparent tel no. merely seemed to achieve a call processed via a central switchboard who were also unable to relay the call to an answerable phone in a timely manner. Their second attempt seemed to reach an anonymous answer facility, but I was not convinced that my cancellation attempt would have fulfilled our endeavour to be helpful.

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust 8 years ago
Marie Helebert
Patient Services Officer, Patient Services,
Heart of England Foundation Trust

Work with patients & families to highlight and address any issues relating to patient experience.

Submitted on 20/10/2015 at 15:35
Published on Care Opinion at 16:59

Dear RogerN

Thank you for your feedback regarding Anticoagulant clinic at Good Hope Hospital.

I am sorry you found it so difficult to inform the anti-coagulant team of this admission and that your mother in law would not be attending.

I have checked with the Anti-Coagulant Team at Good Hope Hospital and am advised that there is information printed in the yellow book provided to all patients on warfarin, that they should call to cancel or change appointments between 9.30am and 10.30am daily. Outside of those times, because staff are in clinics, there is a voicemail facility that I am assured is checked 3-4 times throughout the day and appropriate calls are returned, or the information provided is acted upon.

Again, I apologise for any inconvenience or frustration caused to you and I have highlighted your experience to the Anti-Coagulation Team so that they are aware.

I will also ensure that the switchboard team are kept informed.

Thank you for taking the time to provide your feedback, it is extremely important to us.

I do hope that your mother in law is now recovering well following her fall and I extend my best wishes to her and to you. Please contact me if I can be of any other assistance.

Kind regards

Marie Helebert.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Good Hope Hospital 8 years ago
Good Hope Hospital

Submitted on 21/10/2015 at 16:56
Published on nhs.uk on 23/10/2015 at 02:31

Dear RogerN

Thank you for your feedback regarding Anticoagulant clinic at Good Hope Hospital.

I am sorry you found it so difficult to inform the anti-coagulant team of this admission and that your mother in law would not be attending.

I have checked with the Anti-Coagulant Team at Good Hope Hospital and am advised that there is information printed in the yellow book provided to all patients on warfarin, that they should call to cancel or change appointments between 9.30am and 10.30am daily. Outside of those times, because staff are in clinics, there is a voicemail facility that I am assured is checked 3-4 times throughout the day and appropriate calls are returned, or the information provided is acted upon.

Again, I apologise for any inconvenience or frustration caused to you and I have highlighted your experience to the Anti-Coagulation Team so that they are aware.

I will also ensure that the switchboard team are kept informed.

Thank you for taking the time to provide your feedback, it is extremely important to us.

I do hope that your mother in law is now recovering well following her fall and I extend my best wishes to her and to you. Please contact me if I can be of any other assistance.

Kind regards

Marie Helebert.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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