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Text problems

Story from nhs.uk

"Text problems"

About: Northwick Park Hospital

Awful hospital. First of all, I was a text message saying I have an appointment on x date, a week before the appointment. I was given no information on what the appointment was even for, as I had not received a letter. I tried to call in to find out more information, instead I am being put on hold now for over 20 minutes. This is pathetic and this hospital ought to be ashamed.

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Responses

Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 6 years ago
We are preparing to make a change
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust

Submitted on 02/01/2018 at 14:04
Published on Care Opinion at 14:43

I am sorry to hear you are having such a difficult time. I appreciate how frustrating this is. In common with many healthcare providers and in consultation with patients and service users representatives, we took the decision not to name the clinic or service in text reminders for reasons of confidentiality. However, I can see that is far from helpful when you have not received the appointment letter.

I am sorry that you have waited on hold for so long. We are experiencing delays on the phones and are working hard to resolve them. Please contact our PALS team on 0208 869 5118 or LNWH-tr.PALS@nhs.net. If they do not pick up immediately, they will definitely ring you back if you leave your number.

Thank you for your feedback.

Best wishes

Sue

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Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 5 years ago
We are preparing to make a change
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust

Submitted on 19/10/2018 at 09:56
Published on Care Opinion at 10:09

Since your post, we have been working on how we can improve our communication about appointments including the text messages we send.

Please let me know if you would like to get involved to help us chose the right system - we really value hearing the patient's opinion.

Please contact us on LNWH-tr.PATIENTEXPERIENCE@nhs.net if you are interested.

Thank you and best wishes

Sue

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