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Poor management

Posted By very let down

"Poor management"

About: Addenbrooke's Hospital / Ophthalmology

(as the patient),

So had appointment with a consultant, but they had made a mistake and made me appointment for another injection. PALS department closed and a note on the door said contact the operations matron via reception.

Contacted a Matron, they were helpful and spoke to clinic 14 and agree with the nurse in charge if I go back a consultant would see but when I go back after 1 hour the nurse comes to see me and said they are too busy (fob off again). Go back to reception and ask to see the operations matron (staff change over) different operations Matron will not come and see me so sent a nurse operation manager - nothing they can do but make another appointment and fobs me off again. I thought hospital's where 24hrs a day but not Addenbrooke's.

Its poor management that's the problem.

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Responses

Response from Addenbrooke's Hospital 5 years ago
Addenbrooke's Hospital

Submitted on 09/05/2019 at 14:06
Published on nhs.uk at 15:07

Thank you for taking the time to let us know about your negative experience at Addenbrooke's Hospital. I am very sorry to learn about the problems and waits you experienced, and we do appreciate that patients' time is valuable. If you would like us to look into the circumstances of you visit to clinic 14 in more detail and respond to you personally, please do not hesitate to email PALS at pals@addenbrookes.nhs.uk with your name and date of birth, and hospital number if you have it.

I am also sorry that the PALS department was closed when you visited: unfortunately we are operating reduced opening hours at the moment: all telephone messages and emails are receiving attention although response times may be longer than usual.

Once again, I am sorry for your poor experience.

Head of Patient Experience

pals@addenbrookes.nhs.uk

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

Update posted by very let down (the patient)

I was assured by the deputy head of operations that this was being dealt with as a complaint are you now telling me somebody else at Addenbrookes hasn't done there job?? there no surprise there then.

Response from Nicola Hallows, Head of Patient Experience, Cambridge University Hospitals NHS Foundation Trust 5 years ago
Nicola Hallows
Head of Patient Experience,
Cambridge University Hospitals NHS Foundation Trust

Submitted on 16/05/2019 at 15:07
Published on Care Opinion at 16:07

Thank you for your further comment. Unfortunately I am unable to check whether the issues you have described are being addressed without knowing some further details - if you could contact PALS on 01223 216756 or email pals@addenbrookes.nhs.uk with your name, date of birth and hospital number if you have it, we can make some enquiries.

Thank you.

Head of Patient Experience

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

Update posted by very let down (the patient)

The deputy head of operations assured me he would put the complaint in the day after but once again Addenbrookes promised something they could deliver on but because this is the third complaint I had put in didn't want them just to hope I would go away.

So all around the hospital there are signs saying each missed appointment costs the NHS £160.00 so how much do the hospital think its costs me each and every time they make a mix up.

Since I put my complaint in somebody has telephoned me but after I made a full complaint.

I'm sorry to have to complain again but think this is the best way for the management to bring in changes.

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