"why can I not ring the stoma provider direct?"

About: Adult community services / Stoma prescription service Northern General Hospital Rotherham Hospital / Colorectal surgery

(as the patient),

Past medical history:

Creation of ileostomy 2004, followed by a colostomy 2007 for cancer of the bowel. Receiving radiotherapy for this. Then I had excision of pehonidal since 2008. Following this, had surgery but hasn’t healed and I have continuous leakage. So now I am under Mr Paul Skinner at Sheffield Northern General Hospital. So last week had an MRI Scan at Rotherham Hospital and they were marvellous with me. I was under surgeon Mr Bassvini. He was very good. I have been in and out of Rotherham Hospital for years, each time they treated me with care and understanding.

I went to Rotherham Day Centre Hospice, they were marvellous but now I am having problems getting my stoma prescription sorted. In my opinion, this new idea isn’t very good, it was much better ringing your stoma provider direct. You have a problem getting people on the phone.

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Response from Grace Oldfield, Patient Involvement Manager, Rotherham NHS Foundation Trust

Dear Wish87, thank you for your posting on Patient Opinion.

I am sorry you are finding the new system problematic, the process of obtaining prescriptions for stoma products was re-designed to actually make things easier for patients. The telephones are staffed Monday to Friday – 8am to 4pm, and if you hear a recorded message it means we are already taking a call, if you leave your contact details your call is returned as soon as possible.

Mondays are always busy days with many people placing orders at the beginning of the week; the later part of the week is less busy. Alternatively we can issue you with a password so that you can generate your prescription request online.

Dispensing Appliance Companies (such as your stoma provider) should obtain a prescription before they deliver your products. The new system is designed so that you make one call to the prescription service to request your prescription; the service then places your order with the Dispensing Appliance Company (stoma provider) on your behalf and forwards the prescription which covers your order. This one call to the service replaces the call you previously made to your stoma provider and takes away the need for either you or the provider to contact your GP to generate a prescription.

I’m sorry you are not happy with the new service so far, and do hope you find things easier in the future. Please rest assured if you leave a message your call will be returned, hearing a recorded message does not mean there is no-one in the office, it just means we are already dealing with another caller. I do hope this clarifies your concerns.

With best wishes,


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