Care Opinion

Insensitive to my predicament

Posted By Very Upset Patient

"Insensitive to my predicament "

About: Crawley Hospital / Breast surgery

(as the patient),

I was diagnosed with breast cancer last year. This year I had my mammogram. I was recalled for a 2nd stage mammogram and given an appointment at Crawley Hospital for 12 pm - Ultrasound and 12.30 pm - Mammogram.

I arrived at the hospital at 11.50 am. At 12. 30, I was told that the Mammogram clinic was running a bit behind. I had a member of staff discuss exactly what procedures I would be having in front of everyone in the waiting room. The staff then proceeded to discuss the patient sitting next to me and also the lady who was currently being seen.

I finally had my mammogram at 1 pm followed by an ultrasound at 1.30 pm. By the time I had the ultrasound I was already upset and stressed. I was told that I would be called at 2 pm to have the biopsy. I was finally called at 2.30 pm only to be told that they would have to reschedule the biopsy for the following week. It was at this point that I walked out of the hospital in tears.

I have two children of school age. I did not think for one second that I might have to make alternative arrangements for their collection from school as I thought that a 12 pm appointment would have been fine. I should have had enough time to complete all tests and still collect my children.

I felt that the staff were very insensitive to my predicament and don't feel that they had taken my previous medical history into consideration.

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Responses

Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust 10 years ago
We are preparing to make a change
Ian Mackenzie
Director of Information and Facilities,
Surrey and Sussex Healthcare NHS Trust

I am responsible for everything to do with facilities, estates and IT. This includes our £50m building programme, food, cleaning, estates, porters, telephones, IT, transport, car parks and anything similar. Also leading our new Patient Experience Programme.

Submitted on 03/12/2013 at 17:50
Published on Care Opinion on 04/12/2013 at 14:30

picture of Ian Mackenzie

Dear Very Upset Patient

I'm very sorry to read that you had such a poor experience and I would really like to find out what happened. If you were able to e-mail me your details I will ensure that this is looked into. My details are ian.mackenzie@sash.nhs.uk.

Kind regards

Ian

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Update posted by Very Upset Patient (the patient)

This is the reponse that I have received from Crawley Hospital today (6 months after my appointment):

Dear Sir/Madam,

RDRCC-Crawley Hospital has replied to your comment.

The following reply has been reviewed and approved to be added on to NHS Choices.

The Hospital feedback replied on 20/06/2014:

I’m sorry to read that you are unhappy about the service you received. And I’m sorry to add as well that the service you were using is not provided by Sussex Community NHS Trust. A number of NHS organisations provide care at Crawley Hospital and it sounds like in this case that your care was provided by a Surrey and Sussex Healthcare NHS Trust (SASH). You might want to contact the advice & liaison team at SASH on: Telephone: 01737 231958 / 01293 600399 Email: pals@sash.nhs.uk Write to: PALS at East Surrey Hospital, Canada Avenue, Redhill, Surrey, RH1 5RH.

You can also see the reply online now.

Thank you,

NHS Choices

This is a clear case of "Passing the Buck". Crawley Hospital was were my appoint was at, Crawley Hospital was were the staff were employed, Crawley Hospital was where my mammogram was performed, followed by a biopsy. How does this relate to East Surrey Hospital (apart from their fault in sending me to this inadequate hospital)

Patients be warned!

Response from Garry East, Assistant Director for Clinical Support Services, Clinical Support Services, Surrey and Sussex Healthcare NHS Trust 10 years ago
Garry East
Assistant Director for Clinical Support Services, Clinical Support Services,
Surrey and Sussex Healthcare NHS Trust

Manages the performance and daily operational load of areas such as radiology, pathology and therapies.

Submitted on 23/06/2014 at 10:22
Published on Care Opinion at 14:08

Dear Very Upset Patient

I believe that there may be some confusion regarding which Healthcare organisation is responsible for responding to your original concerns. The service that you experienced at Crawley hospital is provided by Surrey & Sussex Healthcare NHS trust. We provide services and staff in various locations in Surrey and Sussex, such as Crawley hospital and Horsham hospital as well as East Surrey Hospital. If you could contact me directly via email with your details then I will ensure that we urgently investigate the experience that you received.

Kind regards,

Garry East

Associate Director - Clinical Support Services

Surrey & Sussex Healthcare NHS Trust

Garry.East@sash.nhs.uk

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Response from Barbara Bray, Chief of Surgery, Surrey and Sussex Healthcare NHS Trust 10 years ago
We are preparing to make a change
Barbara Bray
Chief of Surgery,
Surrey and Sussex Healthcare NHS Trust

Submitted on 23/06/2014 at 13:05
Published on Care Opinion at 14:08

Dear Very Upset Patient

The Breast Surgery Team would like to talk to you about your experience as they are very sorry to hear of your poor experience and know that we should do better.

If you would like to email me at barbara.bray@sash.nhs.uk I will pass your details to Ms Waheed or Mr Ball or one of their team who will be in contact with you as soon as possible.

best wishes

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