"Arrogance and bumbling incompetence of the worst possible order"

About: Prince of Wales Hospital

(as the patient),

I've been suffering from some prostate issues, with blood in my urine, and in need of a cystoscopy.

In making the original appointment for the cystoscopy, I received a letter from the Prince Of Wales Urology Department dictating to me that I had an appointment mid May, and that I needed to mail back to them the enclosed form prior to that appointment. Point 1: That letter was received by me mid April, having been posted by the hospital the day earlier, but it was dated 5 days earlier. Point 2: I needed to _mail_ back the form? I cannot remember the last time I needed to buy a postage stamp. We are now one fifth of the way through the twenty-first century, but Sydney's eastern suburbs primary care hospitals cannot deal with the electronic submission of forms? I'm sorry, but NO.

Anyway, on the afternoon the next day - one day after receiving the letter telling me when my appointment was to be, I get a phone call from the hospital, advising me that my appointment for the day after needs to be cancelled.

"What appointment is that again?"

I have asked that this matter be escalated. Twice.

That has not happened.

This matter is ongoing, and disgusts me more than I can begin to describe. I have not been treated in any sort of caring way. I have been treated as a fool. That is in no way acceptable to me.

As I said, I feel there is breathtaking arrogance and bumbling incompetence. I will not be allowing this matter to rest. I am truly disgusted by this incident, and will be taking it up at a very senior level. I will not permit the hospital to treat me in such a disrespectful manner.

Responses

Response from Alan Porritt, Director of Nursing and Support Services, Nursing, Sydney Hospital & Sydney Eye Hospital We are preparing to make a change

picture of Alan Porritt

Dear Prof-Stumpy

Thank you for this feedback. We do on occasion need to reschedule cases, but I appreciate how inconvenient that can be at short notice. I would be happy to assist you with your appointment if you wish to forward me your details at alan.porritt@health.nsw.gov.au.

Prince of Wales is currently undertaking a trial of an electronic referral system, and anticipate moving to electronic systems for patient forms in the future.

I wish you the best with your treatment.

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Update posted by Prof-Stumpy (the patient)

Thanks for your prompt response, Alan, but you appear to have completely missed the point. I have no basic issue with the occasional need to reschedule an appointment, but in this case, your people called me to cancel an appointment that you had failed to advise me of. You rescheduled the appointment for one month earlier than originally scheduled, did not bother to advise me of that rescheduled appointment, and then called me to cancel it.

To cancel an appointment that I had no knowledge of.

I remain furious, and extremely dissatisfied.

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