"Worst hospital ever & I have been to over 15!!"

About: The Royal National Orthopaedic Hospital (Stanmore)

I was referred to RNOH Stanmore in Sept 2014 for urgent rehabilitation & physio by the Professor. I chased this for nearly 2 years. RNOH appointments, PALS & secretaries said they never received the referral. So it was resent 5 times!! They needed new dates put on the letters, which I had to arrange. My health has deteriorated in this time, after being promised by the professor "welcome to the next part of your life!" (As I'd been bedridden 18yrs). I chased this appointment with referal management service. Still I got nowhere. Yesterday I finally received a letter from RNOH saying they are "too busy & cannot accept me for treatment."

I have spine damage & no help. My damage has got worse in this time. After their admin loosing all the 5 referrals, PALS dept not responding to emails & phone calls from my Dr's to RNOH, I have got no where! No apology, no alternative, nothing! Dr's from other hospitals have told me it is an ongoing problem with RNOH & their "losing paperwork" & bad administration! Disgusting while people are suffering.

My niece got the rehab physio there & her referal was a lot longer after mine. It has really helped her. I am left more disabled waiting & trusting them!! I had a car accident too & this had impacted my need for rehab physio. Outrageous. Now I have to pay privately.

I am seeing a Rhuematologist at Bolsover St RNOH & even my follow up appointment with them have been 1yr later, instead of the couple of mths they had said. Admin never done the appointment. Dreadful administration department.

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Response from The Royal National Orthopaedic Hospital (Stanmore)

We are very sorry to hear that you have not had a great experience at the RNOH.

Over the last few months we have been working on a Trust-wide referral redesign project to help improve these issues. Work has now started on streamlining the process, making better use of technology, improving access for patients and improving patient satisfaction. We hope patients will start seeing the benefits of this work very soon.

I understand that you have contacted out PALS team in the past, but please consider contacting them again on 020 8909 5439 or via email candp@rnoh.nhs.uk so that you may discuss your experience and options further.

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