"Poor care and failure to address any of the issues"

I was referred by my GP with bad pain in the pelvis. I was eventually given a date to be seen in out-patients. I asked to see the same consultant I had seen a few years before with a similar problem but staff refused and sent me to a different one. At the last minute this was cancelled - no reason given. I was eventually sent another one for months later. When I was seen the doctor said he would arrange some tests including a scan of my pelvis - he even discussed this with the consultant. I also requested a copy of the clinic letter.

Weeks passed and I heard nothing. So I checked with the scan department - they had no scan request. I then spent weeks trying to contact the consultant secretary - couldn't get through. Eventually I got a response from PALS who told me no tests had been ordered!

Finally the secretary told me the same. Then she got back to me to say the consultant had ordered a totally different test - one I had had done recently. There was no explanation, no information. I asked to speak to thr consultant, and sent several emails to explain there was no point repeating this test but they refused to communicate in any way, even through thesecretary. There was not even a follow up appointment. Nothing. I could get absolutely no info at all.

I tried PALS, complaints, the consultant’s secretary many times - they all did nothing just left me in limbo.

Despite asking many times I never even received a copy of the clinic letter.

SO I made a formal complaint - after three months they have still not sorted a response. I have had no explanation, nothing.

I had the same trouble before in a different department with tests not being requested and when they finally did I had to chase up the results myself.

The NHS constitution clearly sets out how hospitals are supposed to handle complaints - I can't find a single thing KGH followed correctly.

Why wouldn't they let me see the same consultant as before? It's called continuity of care. Why wouldn't the consultant communicate they were doing - and how can they just change their mind without even informing or discussing with me? Patient involvement? Obviously not. Why can't they even send me the letter I asked for? How long could I have waited to have a test done that they never even requested in the first place? You shouldn't have to check up yourself that they are doing their job properly should you?

As for PALS and the complaints department - in my view they are not fit for purpose. They didn’t answer my emails, let alone investigate anything.

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They talk about being caring, improving, learning from mistakes - if that were even remotely the case then I don’t think they wouldn't allow a complaint to drag on for months without dealing with it. They showed no respect or consideration and still haven’t explained why I couldn't have the original test as agreed, and was supposed to travel miles away for a test I told them I had already had done - wasting NHS rime and money.

Dreadful experience and so frustrating. To be treated like you don't matter and they don't have to tell you anything about your own care. Like you're some kind of idiot who wouldn't know one test from another and which ones you've already had! Not even an apology for all the fuss and inconvenience!