I live in London. I’ve been dealing with the NHS quite a lot recently because I have a rare genetic condition that requires lifelong surveillance, and I’m reaching the point where the administrative side of getting healthcare feels almost harder than the healthcare itself.
The actual doctors and nurses I’ve dealt with have generally been good. My frustration is everything around them.
I seem to spend an absurd amount of time trying to get basic things organized. Calling hospital numbers where nobody answers. Being transferred to extensions that are unavailable. Secretaries being away with seemingly nobody covering for them. Leaving messages and not knowing whether anyone will ever see them. Getting different dates from letters and online portals. Being called while I’m asleep or busy, receiving an unusable voicemail, and then having no straightforward way of getting back to whoever called.
I can spend days just trying to reach the right person to find out what is happening.
They just bounce me from one person to another and give me a new extension every time. I’m just accumulating extensions at this point. They barely even work. If I send an email instead, it either bounces back or they never reply.
Secretaries tell me things like “call me on Monday”, then you call them on Monday and you discover through someone else that they’re on holiday. If they tell me “we’ll call you back on this date”, they never do unless I chase them multiple times.
It often seems like everything depends on successfully reaching one particular secretary or administrator, and if that person is unavailable, the whole process just stops.
Is this broadly what dealing with NHS hospitals is like now?
Ironically, I’m writing this while I’ve already been on hold for over 28 minutes, and who knows whether anyone who can actually help me is going to pick up this time. I’ve been trying to speak to someone for the past two weeks and have already called them almost 50 times.
Update: after 30 minutes on hold, the call dropped.
EDIT: Welp, this blew up. Had to disable notifications because my phone was buzzing every two minutes😅 Thanks everyone for contributing!