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bad practise done by all

Story from nhs.uk

"bad practise done by all"

About: The Royal Victoria Infirmary

What I liked

nothing

What could be improved

i think the nhs is now a business and that you are a number in there system, there is a lack of commincation between doctor's -clinic's -managers. and most of all the patients. i worked in the nhs as a nurse for 16 years but now i am on the other side of it , i can't believe what i have seen since having my back pain for 4 years now.

Anything else?

i live in harrogate north yorkshie, i've been waiting for an appointment since the 8th of july 2010 by a G P referral letter sent to the royal victoria infirmary in newcastle neurosurgery. i had a letter for an appointment booked on the 16th of october 2010,[ hospital transport was booked to take me there, but two days before i was due to go i had a call from the clinic to say that i may not be seeing the right consultant so they got the consultant to call the following day. They said that the doctor felt that i would be wasting their time by seeing them as they were more for the brain than spinal , they said that they would probabily have to refer me on to another colleague who specializers more in spinal conditions, i got in touch with pals over this but all i get from them and the hospital is that my doctor did not send my referral as an emergency , they had sent it as a rountine open referral so i was then sent a letter for a appointment for the 6 th december 2010. i want to be seen sooner as i am in chronic pain 24 hours a day, i have contacted the appointments manager today after speaking to pals again but i was told that the doctor is on leave for another week also my g p is on leave. i am very disappointment in the whole mess. i have been in touch with another hospital but this is more miles away.

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Responses

Response from The Royal Victoria Infirmary 12 years ago
The Royal Victoria Infirmary

Submitted on 03/11/2011 at 08:32
Published on nhs.uk on 04/11/2011 at 04:00

Thank you for taking the time to post your comments on NHS Choices. It is very disappointing to hear that you feel so let down by the Neurosciences Service at the Royal Victoria Infirmary.

Please accept our apologies regarding both the wait that you have incurred for a neurosurgical appointment and the disappointment regarding your treatment as a user of our service. Please be assured that we value all of our patients as individuals and do not view them as a number within a system but as people requiring help and support. May we apologise unreservedly that we made you feel depersonalised in any way.

I would also like to apologise for the fact that we have clearly failed to effectively communicate the reasons for the delay in allocating you an appointment. The change in the consultant and the resulting delay was to ensure that you received the most clinically appropriate appointment for your symptoms and condition. We take feedback such as this very seriously and will discuss this as a team to ensure we do not repeat this mistake for other patients and that clear explanations are provided.

We do hope that following your forthcoming appointment you will allow us the opportunity to rebuild your confidence in the service we provide. If you would like to discuss your concerns in more detail, please contact Matron Paula Coulson or the Mr Paul Anderson, Patient Relations Manager on 0191 233 6161.

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