Assume nothing

Answer the  phone...

Lesley Graham

As writing this blog is about sharing my experiences good and bad and hopefully giving others the opportunity to be more in control of their illness/life, I thought I should share about  my recent correspondence with the NHS. As I have mentioned in previous posts I feel that I was let down pretty badly by the system on a number of occasions. I can't change what has happened to me but I can potentially stop it from happening to others. I formally lodged a complaint a couple of months ago about the fact that I was never given a follow up appointment after my radiotherapy ended and that I was never able to contact my Breast Care Specialist nurse over a period of four months when I had concerns over what was happening to my breast. We all know the outcome of that.

In my letter I documented that I made numerous attempts to reach this member of staff and indeed had been assured by another person working at the clinic that my message had been passed on in one instance (I firmly believe this to be the case for what it's worth). My reply to all of this is thus. There is no recollection of this exchange from the member of staff cited. I cannot prove it happened. The Breast Specialist Nurse has no knowledge of any of my attempts to contact her and would have acted accordingly had she known. I cannot prove this is not the case. My lack of follow up appointment was due to a "system error" and they apologise for this. System error read "no ones's fault". At the same time I am told that I essentially failed in that I did not contact other people ( list of names was provided) mainly consultants. So that's that then. Moral of story. Take nothing for granted where your care is concerned. If a phone call is unanswered go to the top. Bug them. Turn up and lie on the floor if that's what it takes. Write things down document dates etc. Sadly it would seem that the onus is on us to ensure that we are treated properly. I have to live with my regrets, don't make such regrets yours one day. After all sorry won't cure my cancer.