So, if you recall, on that infamous day (when I turned up for my much awaited Rheumy appointment and was advised it had been cancelled back in April), I also spoke to Maria, from PALS, and she was lovely. She asked that I put my story in writing and send it directly to her. I did so promptly.
On Wednesday, I received a very nice (if not somewhat hollow) email from Maria, apologising for my very unfortunate experience. She used all the right words and it sounded empathectic enough, but it was empty. There was no mention of any investigation into the matter, no assurance that a "glitch" in the matrix had been identified and corrected, no explanation as to what had gone wrong. It was a very professional, letter of apology.
I found myself asking, " Hmm? Am I happy with this?" "No," was the answer.
My response to Maria was quick, clear and concise. "Thank you, but can you please explain A, B, C and X, Y, Z? " On Thursday, I received a response to my email, telling me it had been forwarded to the Hospital Administrator's Patient Complaint Department.
On Friday I received a phone call from Helen, who worked in the Hospital Administrator's Patient Complaint Department!
"Was now a good time to talk?"
"Why, yes of course! "
Helen was empathetic and apologetic and seemed to understand that I needed some answers. She agreed to report the incident to the various departments, who would have been involved in said cock-up, and work with them to investigate what had gone wrong. And she would report back to me!
"Thank you, Helen... that's all I ever wanted. A bit of assurance that this matter would be looked into, and a plan or fix to ensure (as best you can) that it does not happen again."
Don't forget to keep following up until you hear that a plan is in place to prevent repeat performances.
Give 'e, hell, Mel. It's a great, isn't it, to have an outlet for all kinds of frustrations, and to be able to accomplish something good with all that emotion!
Next time I have a complaint I'm forwarding it to you, you get things done! You could probably start your own complaint department and handle (for a fee of course) all of our problems, you're so good with words and it would be a way to vent...just thinking.
I love it! For a small fee, I can write all the complaint letters, letters to doctors and employers and help with writing letters requesting government benefits.... Great idea klaroche!!!! Okay ... who's my first customer????
My job at the nhs was the legal dept and we found that PALS were a waste of time. They didn’t have the authority to deal with most things and by the time we were given the problems the poor patients had been trying for months to get answers, getting nowhere and quite rightly were even more wound up than before. The patients were then more inclined to go the legal route because by that time they thought it was the only way to go. Hopefully your misfortune will at least help someone else in the future. The best way to complain is to send it to the ceo of the trust. They usually jump all over legal to get it sorted ASAP to avoid it going into the papers. Hope things settle down for you now. Debby
I did comment on a previous post. PALS is a patient support service, one still has to complain to the department. There are laid down response times. Good luck. Valerie
Good for you ,make sure they follow it up ,I have had false platitudes from people like this who think as they put the phone down that is all they need to do ,I trusted them .Now ??? Hahahah Noooooooooo Trust no one if they let you down once ,they will do it again .On a lighter note .Well done our Viking Warrior you have fought a good battle .
Ooooooo I like that, "Viking Warrior" ...or even better, a "Shield-Maiden!!!! I have this image of me with long blond hair, big boobs and scantly dressed in animal fur.... with a helmet that has horns on it, ....sitting at a computer writing letters!!!! 🤣🤣🤣🤣
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V. Disappointed. Rumi. Appointment cancelled. 
NHS Physio appointment
NHS Rheumatology Appointment 
Update on Rheumatology appointment
