Thank you, Mandy. I think that by and large the NHS does a good job but, as with any large organisations, there will be occasional problems. As for individual experience, I use the rule of threes. "Once is random, two is noteworthy and three is a pattern." Which means the first time there is a glitch I say to myself: glitches do happen. The second time, I might get a bit annoyed but just make a mental note for the future. The third time I say gleefully to myself, aha!, here's is a pattern - time for action! More seriously, I personally don't believe in making complaints - they only demoralise staff, who are most probably not to blame for what you are complaining about. But you can always ask for your issue to be discussed at the team's next clinical governance meeting.

In any case, part of me feels quite reassured when clinics run late. It means that when my turn comes, the doctor will take longer with me if I have issues or send me off after a few minutes if everything is running smoothly.

I dread to think what an atomised service will do to RA sufferers with the new government's proposals to transfer budgets to GPs. We will need to see what happens when they have to take great chunks out of their individual budgets to pay for anti-TNF treatments.

Now, here's a minor tip: ask for your next routine appointment - yes, the one in three or six months' time, to be the first for that clinic - move it to the week after if necessary. You are less likely to be kept waiting for overtime if you are first in line!

Cheers and all best wishes.

Alice

It depends what the complaint is about.
I mean, if they cut the wrong leg off, I wouldn't just say that's random and hang around waiting for the 2nd and 3rd(?) mistake.

Doreen xx

I do take your point, Alice and am not trying to be difficult. However, when you have the severe RA Lyn has, and also have neutropenia and feel like death warmed up, it's very difficult when everthing seems to conspire against you! I know - I've been there. I would never complain about the department staff, who do a superb job. However, an apology for missing notes, lateness of appointment etc would go a long way towards calming and reassuring patients who are often extremely stressed, especially at emergency appointments.

If only, Doreen... I am afraid I have little hope that the government will divert funds from the over-managed NHS to patient care.

I do belive in making complaints - to the person who can change it. If I get blocked by a receptionist, I phone into the Practise Manager, and generaly get my way - or an explanation I can take on board. I do now read the minutes , and attend Trust meetings as I like to add my five peneth and at least FEEL that i have been heard.

Meanwhile, we will just have to wait and see on the politics. Sometimes, change is good.