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Forgotten about

Posted By talonzz88

"Forgotten about"

About: NDCH Community Nursing & Allied Health Services

(as the patient),

I contacted NDCH, Kerang about seeing someone about 24/7 severe chronic pain. I went through the questions over the phone & was advised someone would call me in a few days! Well, I waited 30 days & heard nothing! So I called them again & asked what was going on! I was told, oh sorry! We forgot about you. And was again told that someone will call me. 

Well, they did call me & made an appointment but didn't sound too happy about it in my opinion. I felt my anxiety & depression were through the roof by this time & as I'm severely claustrophobic I didn't think I could attend the appointment! So I wrote an 8 page letter explaining my situation & gave it to the reception staff. My neighbour was also in there & witnessed me giving them the letter. I expected some sort of a response but received nothing! 

Since then up until recently, I attempted at seeing a Dr (which failed in my opinion). I feel I have lost all faith in medical help in Kerang. And still feel this way. A really sad situation to be in. And even worse when you're forgotten about & then given the impression NDCH don't care! 

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Responses

Response from Matthew Barker, Quality & Compliance Coordinator, Northern District Community Health 4 years ago
Matthew Barker
Quality & Compliance Coordinator,
Northern District Community Health

Submitted on 29/01/2020 at 4:38 PM
Published on Care Opinion at 4:38 PM

This response has been submitted on behalf of Alexia Stephens, General Manager, Programs & Services

Dear talonzz88,

Thank you for your feedback regarding your experience with our service in 2019. We take all feedback seriously and use this to reflect and improve on the quality of service we provide to the community. We are sorry that we were unable to provide you with an appointment time within a reasonable timeframe, and apologise for not responding to your letter. Due to your feedback, we have reviewed our system and improved it, to ensure available appointments are communicated in a timely manner. Further, in future, we will ensure all correspondence receives a timely response.

We are sorry that your health meant you were unable to attend the appointment offered, however, a member of our team would be happy to reschedule when it suits you. Your feedback and your health are important to us, so we would welcome you to reconnect with us. You could do this by phone on (03) 5451 0200 or email me at alexia.stephens@ndch.org.au

Kind regards,

Alexia Stephens

General Manager, Programs & Services

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