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Generally Good

Story from nhs.uk

"Generally Good"

About: Derriford Hospital / Rheumatology

Having been a rheumy outpatient here for over 20 years (due to several autoimmune conditions) I have generally no complaints & have always had a fantastic service, however, recently, it has been difficult to get appointments -

I am supposed to see my rheumy every 3-6 months but had to wait 18 months for my last appointment. Depending on who you get to see (some rheumy's listen more to patients than others & one in particular is downright rude, will not listen to patients & is very condescending... so much so that my GP changed my Consultant. I understand that it's a very difficult job (autoimmune conditions are such a minefield & pinpointing specific ones is very difficult) but as patients, we are more genned up on our conditions than many of the rheumy's as we're the one's LIVING with these conditions & know how they affect us, so should be listened to more seriously.

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Responses

Response from Alison Stanton, Complaints and PALS Manager, University Hospitals Plymouth NHS Trust 6 years ago
Alison Stanton
Complaints and PALS Manager,
University Hospitals Plymouth NHS Trust

Submitted on 19/04/2018 at 11:50
Published on Care Opinion at 12:35

picture of Alison Stanton

The Quality & Rota Manager for the Trauma, Orthopaedics & Rheumatology Service Line has responded to say:

I would like to thank the lady and or gentleman for writing in with their concerns, and apologise on behalf of the Trauma, Orthopaedic and Rheumatology department that the services provided have not met the high standards we try to achieve.

We are sincerely sorry that getting an appointment was proving difficult and we are in the process of implementing capacity changes within the Rheumatology department to meet the demand, as this has outstretched the capacity that was in place.

We are sorry that some consultants come across as not listening, or being rude, but due to the high volume of patients that attend clinics, time is quite pressurised and it may appear to patients that the consultants are not listening, and this is not the case.

I would like to take this opportunity to apologise on behalf of the service line for the stress and anxiety that you have been caused as a result of the delays to appointments.

Unfortunately without further information, I cannot investigate this case more thoroughly, but do not hesitate to contact me if further information is required.

Should you wish us to investigate your concerns in more detail, please contact our Patient Advice and Liaison Service on 01752 439884 or 01752 432564. Alternatively, please email the team at: plh-tr.PALS@nhs.net

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