"Made me ill."

About: Queen's Medical Centre

What I liked

There's something seriously wrong with the admin of the Division ot Neurology MS Clinic.

as my following letter of complaint to PALS ( who are as much use as a chocolate tea pot) shows.

I attended a regular MS appointment at the MS Clinic on 15th Nov 2011.

I was examined by a most competent Doctor, who because of a deterioration in my condition, suggested I have regularly 3 monthly appointments.

No surprise at all that the receptionist at the MS clinic was unable to book and appointment on the computer, because since I have been attending the clinic it never does allow an appointment to be mase!

No real surprise either to see in my follow up letter that i was to be seen in 6 months time.

(A consistent feature of my treatment has been to delay, stretch out, cancel appointments - must help their figures wonderfully!)

By my reckoning, the appointment should now have taken place in May 2012.

But no news.

I rang the department on 6th June and was told there had been a problem of staff hand over, and I was one of the patients who had been forgotten - I wonder how many others there are!

no apologies, no real explaination and no new appointment.

Just the chilling comment "it will be some time next year".

So my original expectation of a 3 monthly appointment will now be for a minimum of 14 months!

This is not satisfactory.

I'm particularly worried that when my driving license expires in a few months, the MS department will show the same lack of diligence that caused me to to be unable to use my car for 3 months, when it last expired.

I love the NHS - I have never complained before.

It is a misfortune that I can live with to have MS.

My real misfortune is to have it and live in Nottingham.


What could be improved

Well an apology would have helped, and if the staff stopped colluding to fiddle waiting times, but instead highlighted them, that would be a start!

Story from NHS Choices

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Response from Queen's Medical Centre

Thank you for your feedback regarding our Neurology service. We were troubled to hear of your experience and would like to look into the concerns you’ve raised in more detail. If you could please contact PALS again and ask them to forward on your information to Justine Nicholls (Assistant General Manager of the Musculoskeletal and Neurosciences department), we will be able to investigate your concerns fully.

Justine Nicholls - Assistant General Manager (Musculoskeletal and Neurosciences department)

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