I’ve had a nightmare with a long pre-endoscopy assessment to fill in online and 3 separate phone calls with the hospital about the appointment request; and missing, then having to rearrange, a call from my GP surgery.
First thing was a form arrived via a text message and took about 45 minutes to fill in; all about my health, my home circumstances etc. sent it off.
First phone call was from endoscopy dept, wanting to book me in for the procedure. She wasn’t at all understanding that I can’t just drop everything to go in for this procedure as we have young children off on half term and no childcare support. Then she didn’t get that, even when the twins are at school, I can only attend in a certain time window - given I have to drop them at school for 9am and pick them up at 3pm and it takes around 90 minutes to drive to the hospital, find somewhere to park and get to the correct part of the site, and the same to leave again afterwards so, offering me 9:30am just doesn’t work. Then, apparently she has nothing in my window of availability because they only keep the first and last appointments for the urgent 2WW referrals and, as I wasn’t being kind to her and speaking nicely enough, she was sending the referral back to the team who requested it and terminating the call - I’m surprised I didn’t hang up on her earlier to be honest, she was doing my head in.
After getting off the phone from her, I had to ring the team that referred me to let them know how ridiculous the system is and how impossible it is to attend when they have such limited options. Both the nurse specialist and consultant dealing with it are off this week, (what with it being half term and people wanting to spend the time with their families don’t you know!) so the coordinator has had to refer it on to another of the surgeons - because they’ve done it under the 2WW rules and not as a straightforward referral, it needs a decision this week or they will get a slapped wrist for failing on timescales! Now I’m waiting for the decision about what they an/will do about it.
Then I had to sort out the missed phone call from the GP (review of pain meds before they will prescribe any more!) because they said, if I still wanted the appointment I’d have to complete the triage again - I’ve already waited 3 weeks for this appointment so didn’t want to wait any longer by rebooking; thankfully, the pharmacist rang me back within 1/2 hour so that’s dealt with.
Finally, I had a call from someone in another part of the endoscopy department, to ask a couple of follow up questions about the assessment form I’d filled in. Then she wanted to discuss why I didn’t have anyone who could bring me and take me home again, then what was the bus service like - 6 buses and 4 hours each way so absolutely no chance of being able to get there on public transport. Lastly she suggested another hospital 25 miles away, but they don’t do endoscopies under sedation at that hospital as they don’t have the facilities or staff to manage it, and it’s still more than 2 hours each way on 3 buses so I still have the same problem with getting there and back. Thankfully, she was more understanding than the other woman and said they will be back in touch once we know what’s happening as there’s no point authorising it to be done if they can’t actually give me an appointment I can attend safely!
So, now I’m no further on, am more frustrated than last week, and have probably blackened my name with the endoscopy department at this hospital for eternity!! I get they have to have appointments available for urgent referrals but, why oh why, don’t they understand not everyone can attend the appointments they have available - what if we were away on holiday this week or next? I’ve found this hospital to be very inflexible in the past but they are getting ridiculous now, especially not having any provision at the other end of their catchment area to where they are based!