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Systems/processes/forms/procedures versus patients

Story from nhs.uk

"Systems/processes/forms/procedures versus patients"

About: Pilgrim Hospital

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Last week my GP sent a scan appointment request card to the hospital. As I hadn't heard about an appointment nearly a week later I phoned the department to check. I was told that my GP had sent the request on a form that was 'years out of date' so they had returned the form and were waiting for the GP to send another request on an up-to-date form. They suggested I phoned my GP to check what was happening.

I am astounded that this is acceptable practice...it might have made some sense for the department to phone the surgery, explain that the request card was out of date ask for a new request to be sent on a up-to-date form and in the meantime send an appointment out to me.

No account has been taken of my worries/concerns or anxiety around my health and the appointment.......

In the midst of the bureaucracy of the NHS are the people it serves - patients, service users, customers......whatever the current politically correct term is, we mustn't be forgotten.

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Responses

Response from Jennie Negus, Head of Patient Experience, United Lincolnshire Hospitals NHS Trust 11 years ago
Jennie Negus
Head of Patient Experience,
United Lincolnshire Hospitals NHS Trust

Submitted on 13/02/2013 at 12:22
Published on Care Opinion at 19:01

picture of Jennie Negus

I am really sorry about your experience and I can appreciate your frustration especially as you have been waiting anxiously for your appointment.

I am confident that the department will have contacted your GP and I am sorry that you were asked to chase this too. You are absolutely right that patients must not be forgotten and we do strive to keep our patients central to all that we do; I am sorry that your experience says otherwise.

If you haven't yet received your appointment could you contact me at: jennie.negus@ulh.nhs.uk with some more details and I will personally try and resolve for you?

Thank you for leaving your feedback; it is always valuable for us to hear from patients about their experiences to help us build on what is going well and improve where it could be better.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Pilgrim Hospital 11 years ago
Pilgrim Hospital

Submitted on 19/04/2013 at 15:29
Published on nhs.uk on 20/04/2013 at 05:15

I am really sorry about your experience and I can appreciate your frustration especially as you have been

waiting anxiously for your appointment.

I am confident that the department will have contacted your GP and I am sorry that you were asked to

chase this too. You are absolutely right that patients must not be forgotten and we do strive to keep our

patients central to all that we do; I am sorry that your experience says otherwise.

If you haven't yet received your appointment could you contact me at: jennie.negus@ulh.nhs.uk with some

more details and I will personally try and resolve for you?

Thank you for leaving your feedback; it is always valuable for us to hear from patients about their

experiences to help us build on what is going well and improve where it could be better.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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