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Inability to cancel a clinical appointment

Story from nhs.uk

"Inability to cancel a clinical appointment"

About: Royal Derby Hospital / Emergency department

My relative was treated by A&E for a concussion after a fall 12/11/2017).

The treat was good and she spent the next 24 hours in MAU.

She has a crack left eye socket which is not displaced and should heal without any further treatment, but she was to be reviewed before discharge by the Maxillofacial team.

When they failed to turn up in the end the MAU had to discharge her without that check.

After she returned home the Maxillofacial team phone her and asked to attend their clinic @8:30 Tuesday 14 Nov.

Unfortunately Mrs Parish had a poor night and could not make it to that clinic.

Dispite 2 hour of attempted phone calls I was unable to contact the clinic to let them know we could not attend.

Most of your robots demand a patient code to log in and nobody had given us one.

NO humans were available so I have been unable to tell them will will not be there.

Sorry but your system was not helpful in with this issue.

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Responses

Response from Royal Derby Hospital 6 years ago
Royal Derby Hospital

Submitted on 15/11/2017 at 09:54
Published on nhs.uk on 16/11/2017 at 03:16

Good morning

Thank you for contacting the Trust about your recent experience within A+E, MAU and the Maxillofacial departments. I would firstly like to say that I am extremely sorry that you have had cause to complain. I appreciate that you will not have done so lightly and I would like to thank you for bringing your concerns to our attention. Your feedback is valuable in assisting us to identify areas for improvement.

I would like to invite you to discuss the matter further so that we can take your concerns forward. Please contact the PALS office on 01332 785156, we are open Monday to Friday 09:00 to 5:00 and outside of these hours the answer phone is in operation. If you would prefer to email please use, dhft.contactpals@nhs.net. You can attend the office without an appointment or ring for a specific date and time if that would suit better.

Patient Advice and Liaison Service (PALS)

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