OMG..... I AM LIVID !

[Lisa_Louise]

Please can someone point me in the right direction to take this matter higher.

I am under the care of a Professor in London and his secretary is absolutely useless. Every time I either see the professor or have a follow-up conversation on the phone he sends myself and my Dr a follow-up letter. Each and every time I have to chase her up and she has this awful attitude about her that is just not professional at all.

On this occasion I have waited 2 weeks for a follow-up letter from the Professor and I had to cancel my appointment with my Dr last Monday as the letter hadn't turned up. Today, I chased-up to find out if the letter has been sent and I get the usual bad attitude, only this time she quickly muttered "well i've been signed off sick for 7 weeks" before huffing and puffing and asking for my hospital number. She then says it's not been done yet and it will go to your Dr......... then it gets all heated as her attitude starts to really stink when I said i've had to cancel my Dr's appointment and I've waited for 2 weeks for this letter.. she goes off on one which then gets my back up and we end up have a shouting match on the phone. I can't beleive it!!!!!!! I am always so calm on the phone with people!

I would like to take this matter further as quite frankly she cannot be allowed to talk to me in such a bad attitude way when she is supposed to be there to help me. My stomach is in real knots now and I am shaking with shock. Please can someone let me know how I can take this matter further..

Thank you

[dotty.]

maybe she has been off work with stress related issues and he boss is being a numpty and not supporting her , she needs help

[bednobs]

as above, PALS is the best service to try. If they can't resolve it they will let you know how to make a formal complaint

[boxtops]

Lisa - http://www.bartsandth...-us-what-you-think-2/

[rowanwitch]

Skip pals if you want action speak to thee complaints manager follow up with a letter copied to the chief exec.... that means they will follow up on what is decided. copy it to the head of the department too switchboard will give you their name and title normally something like divisional director...

[FlowerPetal]

Lisa, I agree with the majority....you need to speak to Pals baised at Barts. I can assure you, they work for you and help you tremendously. I have used Pals at Lewisham & Kings College and both have been wonderful.
They will tell you who to contact, what to say and what to do after.

I hope you get things sorted hun xx
FPxx

[Lisa_Louise]

Thank you everyone for your help :)

My husband wasn't happy at what happened and so phoned the Professor directly. He phoned my husband back and apologised on behalf of his secretary ( It would have been nice for her to apologise to me and not the professor apologising to my husband !!) anyway.... apparently she was signed off sick for 7 weeks and was her first week back, the temp didn't do her job properly and left unfinished work (not my fault obviously!) She was probably stressed by it all but doesn't excuse her from the other times I've contacted her and got lousy attitude. He said she is usually good at her job and can't understand what went wrong !!! (Maybe she should have a crash course on customer care!)

A letter was faxed to my Dr's office the following morning and a letter was put in the post (Still not arrived!)
The Professor then, whilst on the phone to my husband, talks about my health changing the subject and saying I am refusing to do something which could help me (I'm not actually refusing, I'm just very wary about doing it as I've done this kind of thing before and it made me worse which he really doesn't seem to grasp! So it's not that I am refusing, it's because I don't want to feel that same way again)

Do you think I should still go ahead and report her or leave it unless it happens again? What would you do in this situation?!

[Sqad]

What are you trying to achieve?

Getting the secretary sacked?.............it won´t happen.
Getting the secretary reprimanded?.......it won´t happen.
Getting a personal apology from the secretary?......your word against hers...it wont happen.

Move on.

[Lisa_Louise]

I don't wish to cause her to be sacked but her attitude is not what you would expect from a Professor's secretary and I do think she needs a few lessons on her conduct. But like you say Sqad it probably won't happen.