All I wanted was written confirmation of my appointment to have my stomach PEG removed next Tuesday. 20 minutes on the phone, 3 foreign accents, no attempt at "ownership" of my issue before I eventually got a ward nurse who promised me the appointment was on and a letter was coming. I'll believe this when it comes.
Sorry, but this sort of rubbish behaviour is just not acceptable. In private industry we were told to own the customer's problem, seek out the answers, then ring back with the answers. The standard NHS response is to try to disown the problem, or so it would seem.
NHS communications is PATHETIC.
20 minutes on the phone and passed from pillar to post - I had to ring them 3 times - when all I was asking for was the normal procedure of a letter to confirm what to do, where to go, date, what time etc. It took me all my power not to swear down the phone as I was so exasperated.
Let no-one say the NHS does not need reform! Fix the communications, give customers a better deal and save billions in waste.
They should have (a) sent me an appointment letter weeks ago, and (b) when they'd not, apologised , one single person should have understood my problem and dealt with it. Instead, I was left, yet again, in a state of exasperation. Multiply this 100 times over in a single day and you get some idea of the inefficiencies in their system.
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