"Shambolic Administration"

About: Stoke Mandeville Hospital

I have been under treatment for several years within Rheumatology and although far from ideal it worked, so no complaints. However over the course of the last 12-18 months it has become chaotic. I have received about 10 appointment letters to be followed by another letter a few days later cancelling for a new appointment, then a couple of weeks later another letter re-scheduling the re-scheduled appointment and so on & so on. This became so bad I had to keep ringing directly for an emergency appointment to see my consultant for the first time in 14 months!! Most recently my Humira script has not been processed correctly after Healthcare at home had been chasing the clinic for over a month to the point I am now significantly behind in my treatment suffering pain & discomfort due to this. After a 4 day gap from me making contact with the clinic (via answer machines) I finally get hold of someone to speak to from the secretary team today. This is after 20 mins on hold and being hung up on whilst on hold twice.

I was met with an immediate tirade of "my script had been processed on Friday". When I asked to explain myself so I could confirm that my Humira would be available received constant interruption, belligerent lecturing, threats of hanging up & threats of compaint being made to the Dr. etc. with no respect or intention to listen to someone explain their problem and confirm if or when a solution had been made. I was then told "your medication is your own responsibility to arrange" I am now trying to speak to a line manager who's phone line just keeps ringing out, never thought I would hope for voicemail. Still don't know if or when I will get my Humira and maybe gain some pain relief & mobility. I really think the Trust or the CCG needs to investigate this department at the moment as its a shambles!!!

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Response from Buckinghamshire Healthcare NHS Trust

Dear Ankylosing Spond

Thank you for taking the time to post your comments in relation to your experience with the Rheumatology Department at Stoke Mandeville Hospital.

Buckinghamshire Healthcare NHS Trust appreciates that feedback from patients is invaluable in helping us to shape how we work in the future. We would be grateful for you to spare the time to help us understand more about your experience so that we may have the opportunity to resolve your concern.

Please contact our dedicated Patient Advice and Liaison Service (PALS) ON 01296 316042 or email PALS@buckshealthcare.nhs.uk

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