After seeing the consultant back in June I was advised that I would need surgery on my knee. Told I would have to wait for approx 5 weeks, after this time called and eventually got through after on hold for over 25 min (obviously answering the phone is not their main priority) only to be told that no consent had been received as yet so told could be another 5 weeks.
Told that, that is the way it is. After another month called back again after long wait got told I would need to wait another five weeks. Told them to forget it as luckily I was able to go private my own insurance and to cancel any procedure with them. Told me that they would cancel it and thank you for letting them know. No questions as to how can they help, could they assist me any further, just put the phone down on me.
Went to see new consultant and got appointment for surgery the same day and had everything done within 2 weeks.
Then today receive a letter to say operation has been booked with them for end of October, this is an absolute joke, After being told I need procedure on my knee which would take 5 weeks I ended up waiting 4 months for a date when I didnt need it. There is no communication, care or compassion with this company. If you are NHS then you are bottom of the pile for them. They need to learn manners and compassion. Staff who answer the phones (when they do) need to learn empathy. Maybe a customer service course would no go amiss. Whatever they do going forward they need to focus on telling the truth to their patients and managing expectations correctly rather than leaving patients in pain. If I need any treatment going further for anything this is one hospital, well organisation I would never trust to treat me. Any NHS patient before choosing this have a think are look around to see if their are any other better care providers as you will be waiting a long time for treatment with no answers from them at all.
Original Comment
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