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Inefficiency at it's pure best.

Story from nhs.uk

"Inefficiency at it's pure best."

About: Eastbourne District General Hospital

Referred to this dept twenty seven months ago.

I have never ever experienced anything like it as twenty seven months ago I pointed out what I thought what my problem was but was dismissed without any proper testing.

Had to fight my corner for a further four months and was then told the problem that I originally thought was the cause of my pain, nausea and rapid weight loss was what I very first said.

Was referred for surgery but was told no by the surgery team to surgery and re-referred back to this dept.

Waited seven months to be seen again, had a couple of test's which one showed something and was told I would be seen again within three months, I've not heard anything and it's now nine months ago.

I don't wan't to phone as everytime I have the dept's secretary has been nothing but rude, aggressive, sarcastic and often tells you the computer system isn't working which i get the distinct impression is a way to fob you off and get rid of you.

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Responses

Response from Eastbourne District General Hospital 4 years ago
Eastbourne District General Hospital

Submitted on 16/09/2019 at 16:02
Published on nhs.uk at 17:06

Thank you for taking the time to leave us some feedback about the difficulties you have had accessing Gastro and Liver services at Eastbourne District General Hospital; we do appreciate it as it gives us the opportunity to review our services, and identify where we need to make improvements to the benefit of patients.

The Trust works hard to provide a high and responsive standard of care to all patients, and we are very concerned to read that after some significant time you do not appear to have a diagnosis or treatment plan. It is imperative that we understand what has happened to your care pathway and what is required to aid your recovery and well-being, and would encourage you to contact our Patient Advice and Liaison Service (PALS) for assistance in moving your care forward. PALS can be reached at esh-tr.palse@nhs.net or you can call the team on 01323 435886; they are an informal service, designed to provide quick and effective outcomes to concerns raised either directly or by facilitating conversations between patients and managers for our clinical services.

We are also disappointed to read that on calling the Trust to chase for updates, you report being spoken to in a manner that does not conform to our values in treatment of kindness, compassion, dignity and respect. Please accept our apologies for any unnecessary upset you have been caused by the conduct of staff, which is completely unacceptable.

In the meantime, we will share your comments with the management team responsible for Gastro as whilst your feedback is anonymous, there may be issues you have raised that they can review from a systems perspective. We also hope you will contact PALS so that we can assist you with your care pathway, and hope you are not suffering too much in your health and well-being at this time.

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