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September 2004 Archives

September 28, 2004

Politics and local health care

It is a pity that our local MP, Boris Johnson has entered the local community hospital fray by opening his mouth before engaging his brain. Community hospitals are one of the reasons that our local health economy is near bankrupt—as MP David Cameron (Witney) has consistently failed to grasp. Here are a few facts to ponder:

  1. Even at their peak, Oxfordshire community hospitals covered only about half the population.

  2. Patients registered with GPs with access to community hospitals enjoyed more hospital bed days overall (i.e. consumed more resources) than those without access to community hospitals—and without any measurable difference in health outcomes.

  3. The majority of community hospital beds are classified as ‘acute hospital beds’ nationally, i.e. the same as beds in the John Radcliffe used for acute medical emergencies. National statistics do not distinguish between the two. At their peak there were over 300 ‘acute’ hospital beds in community hospitals, and around 150 in the John Radcliffe.

  4. The average length of stay for patients in community hospitals is typically 20-30 days or more; for acute medical patients in the John Radcliffe it is less than 5 days. (Yet it is the John Radcliffe that gets all the flak…)

  5. Medical care for patients in community hospitals has historically been provided by GPs. Following introduction of the new GP contract, the great majority of such GPs have or are now abrogating this responsibility. To address this potentially unsafe situation, consultants from the John Radcliffe are taking on new roles in community hospitals, and Primary Care Trusts are supporting this by funding new consultant appointments.

  6. The proportion of local health care funding given to community and primary care (as opposed to the major hospitals) is larger in Oxfordshire than in most other health economies.

Oxfordshire is a county renowned for its cost-of-living (and quality of life) rather than its deprivation. Unfortunately, resource allocation in the NHS—which rewards deprivation rather than cost-of-living—has worked progressively to Oxfordshire’s disadvantage for the past fifteen years or so. Community hospitals have, in short, been an inefficiently-run luxury that we can no longer afford in their present form.

In a mixed rural-urban economy such as Oxfordshire it is entirely reasonable to provide health care as close as possible to the patient, and local ‘cottage’ hospitals are an enormously attractive, if somewhat nostalgic concept. However, modern society demands higher standards and has much greater expectations of its health care systems, and providing inpatient care in small isolated units is no longer cost-effective or safe, except at the most basic level of care—a level that is often better provided in the home.

If the Tory party wants us to take it seriously, it needs to leave this outmoded and unaffordable concept in the previous century—where it belongs—and stop using it as a party political football.

September 22, 2004

Apple Europe: could serve customers better

Several friends, family members and colleagues have told me of the torrid times they have had dealing with Apple Europe. By and large, my own dealings have been unremarkable—until now.

On 14th Sept I placed a web order for a new PowerBook via Apple Education. The email acknowledgement arrived promptly, and a confirmation email three hours later. I took that to mean that the order had been accepted and was being processed.

Yesterday, i.e. one week after placing the order, I received another email, saying:

Thank you for placing an order on the Apple Store.<BR>
<BR>
Unfortunately, we are unable to obtain an authorisation for this order with the credit/debit
card you have provided.<BR>
<BR>
It is often a simple administrative step taken by the bank or the credit card company
when the cardholder is not present to sign for a transaction. This could be due to the
following reasons:<BR>
<BR>
1. Your credit card company may have placed a credit limit on your account. Please
contact your credit card company to notify them of your order with Apple Computer.
The issuing bank's customer service phone number can be found on the back of
your credit card.<BR>
<BR>
2. If you are using a debit card, please contact your bank regarding your daily spending limit.
If your order total is more than the bank's daily limit, you may want to consider another payment
option.<BR>
<BR>
Once your bank/credit card company are aware of your order, please call the Apple Store
on 0800 039 10 10 and press option 1, an Apple Store sales representative will help you
process your order. You will need to quote your web order number W75667521.<BR>
<BR>
Thank you for placing your order with the Apple Store, we value your business and look forward
to hearing from you.<BR><BR>
Kind regards,<BR>

(Yes, note the extraordinary use of <BR> tags!)

Well, I didn't mind this. In fact I was quite pleased as this was an unusual transaction and I appreciated the bank (and Apple) being cautious.

So I called my bank and confirmed there was no problem. Interestingly they at first said they had no record of an attempt by Apple to draw the funds. I called Apple but missed their 'close' time of 6pm by one minute. A recorded message invited me to 'call again tomorrow', or send an email to an address they provided. I did the latter and asked them to try again to draw the funds.

This afternoon I noted that my email had been rejected by Apple. "Email support is not available at this time." No apologies. So I called them on the phone and was dumbfounded to learn that my order had been cancelled (by their finance department), because my credit card had not been cleared.

This is manifestly wrong, not to mention insulting. I have some questions for Apple:

  1. Why wait a week after accepting my order before telling me there was a 'problem' with my credit card?
  2. Why notify me by email yet not accept a response by email? (Why, indeed, is a premier technology company like Apple having problems handling email??)
  3. Why bother asking me to contact my bank if you have cancelled the order anyway?
  4. Why did the email not say that the order had been cancelled?

[Postscript: I have just received a very helpful call from Customer Service. It seems that business practice at AE is based on US models. :-( My suggestion that cancelling the order was unnecessary and inconsistent with the content of their email was well received and will apparently be passed on. I have placed a fresh order and we will see what happens.

To be fair, Customer Service has been very helpful: they didn't cancel the order, but I'd sure as hell like to meet up with the idiot who did.

About September 2004

This page contains all entries posted to Jambalaya in September 2004. They are listed from oldest to newest.

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