"Disgraceful phone operator"

After being told to go the wrong hospital for my referral in February (for which I had waited 4 months already), my re-scheduled appointment was cancelled because they could not find a slot for me within my 'pathway'. When I tried to re-book an appointment that suited the hospital, they refused, stating I had 'breached', which means the hospital has failed to offer me an appointment within an allotted time frame. When I asked what this meant for me as a patient the response was 'that's just what the government is'. I asked how I could receive treatment for a condition that has rendered me unable to walk without pain for over a year, and the rude member of staff on the other end of the phone hung up on me. I appreciate these people do not have all the answers, but the attitude that I am somehow causing them an inconvenience by requesting the treatment I have paid for and been promised is absolutely reprehensible. I love the NHS and support it ardently, but individuals have a way of ruining the whole system. I hope some extra training can be provided for phone operators so they understand their duties more clearly. I am shocked, appalled, and disgusted by the lack of service provided by this 'hospital'. I am glad I am moving out of the area, as I never want to be insulted by these people again. I probably need a new prescription to deal with the spike in blood pressure every interaction with this apathetic team has caused.

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Response from Buckinghamshire Healthcare NHS Trust

Dear Robb Nudds

I was sorry to read of your experience of our services at Buckinghamshire Healthcare Trust, when speaking with a phone operator to reschedule your appointment.

I am sorry this resulted in you feeling shocked, apalled and disgusted by the lack of service provided by the hospital.

We hope that you may be able to speak with us in some more detail about your experince, so that we can identify which hospital site you are referring to, and allow us to understand what happened more clearly, and explore ways in which we can assist and improve our patient experience in the Trust.

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

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