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I feel like no one cares

Posted By Janice001

"I feel like no one cares"

About: Northampton General Hospital (Acute) / Rheumatology

(as the patient),

Let down, worn out, not listened to, and at one stage the member of staff who answered the phone shouted at me!

I had been given a new medication which needed a Shared Care agreement between Rheumatology and my GP surgery, Rheumatology prescribed 3 months' medication and with 10 days supply of tablets left I called my surgery. They had not received the Shared Care agreement, I therefore called Rheumatology I was told it was sent in Oct.

I tried to explain that the surgery received a letter in Oct but not the agreement! They said they would send it over by email there and then, this went on for a week, Rheumatology saying they sent it and GP surgery saying they did not receive it. 

I am now down to 3 tablets and no way of obtaining another prescription! I have Lupus and mixed connective tissue disease and I am completely worn out and very poorly at the moment and I feel like no one cares anymore!

I even explained that the new medication has not been doing me any good, if anything it has been making me more lethargic, but was dismissed and told to take for another month. This is the second time I have called them regarding not feeling any benefit from this new medication and told, oh just keep taking it.

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Responses

Response from Sara Francis, Deputy Head of Patient Experience & Engagement, Northampton General Hospital NHS Trust 2 months ago
Sara Francis
Deputy Head of Patient Experience & Engagement,
Northampton General Hospital NHS Trust

Submitted on 20/01/2025 at 13:38
Published on Care Opinion at 13:38

picture of Sara Francis

Good afternoon,

Firstly, thank you very much for taking the time to leave feedback on your experience at the Rheumatology department at NGH.

We are so sorry to read about the negative experience you have had. This must be a very stressful and frustrating time for you.

It is also not acceptable to be shouted at down the phone by a member of NGH.

We can assure you that we do care and if you would like to speak to someone about your experience you can contact our wonderful PALS team at ngh-tr.pals@nhs.net or via telephone: 01604 545784. We can assure you that any future care at NGH will not be affected by reaching out to us.

In the meantime, we shall ensure your feedback is shared with the relevant teams within Rheumatology for learning and review.

Take care

Kind regards

Sara Francis

Patient Experience Team

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Sara Francis, Deputy Head of Patient Experience & Engagement, Northampton General Hospital NHS Trust 2 months ago
Sara Francis
Deputy Head of Patient Experience & Engagement,
Northampton General Hospital NHS Trust

Submitted on 21/01/2025 at 14:54
Published on Care Opinion at 14:54

picture of Sara Francis

Good afternoon,

Since responding to your feedback yesterday, I have had conversations with the Rheumatology Administration Manager. They would like you to contact the department on the below number where they can provide you with the correct contact details and support with medication.

01604544060 - Option 1 Reception/Co-ordinators

Option 2 Nurse’s helpline

Option 3 Secretaries

Option 4 Pifu helpline

With best wishes

Sara Francis
Patient Experience Team

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

Update posted by Janice001 (the patient)

Yet again, I have to contact them! I have spoken with the secretary, who was fantastic, but I will never use helpline again as I will not be made to feel like I’m putting someone out. Thank you

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