"again clinical management lets it all down"

About: Royal Orthopaedic Hospital

Anything else?

poor clinical management yet again the clinical admin is hopeless to deal with as proved before my consultant has a new secretary again how many is that ??? - the latest has only been in the job a week I saw the doctor on 13th June and it has taken 5-weeks for them to raise a referral letter to another ENT consultant and that was only after we chased the production (typing up) of this letter on at least 5 occasions if we hadn't we would still be waiting the secretaries always promised to call back but never did we are now sitting here waiting for another hospital UHB to arrange appointments so it goes on & on - it will soon be a year since my GP referred me originally

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Response from Claire Williams, Patient Relations Manager, Public and Patient Services, Royal Orthopaedic Hospital NHS Foundation Trust We are preparing to make a change

Many thanks for taking the time to explain your experiences at the Hospital. I am really sorry to learn of the difficulties you have encountered and that we have not been able to provide our services in line with your or our expectations.

We do recognise that as an organisation there are some shortcomings in our administrative and support services and have recently launched a programme of work to improve this experience for our patients and service users. We are striving to ensure that all of our services provided match the expertise of our clinical teams.

Please do not hesitate to contact the PALS team directly on either 0121 685 4128 or via email at roh-tr.pals@nhs.net if we can be of any help or support to you.

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Response from Royal Orthopaedic Hospital

I am sorry to learn of your experiences at the Royal Orthopaedic Hospital and that it has not been as smooth a journey as you or we would have hoped for. I would also like to apologise for the time it has taken us to reply to you. If there is anything that we can do to help or support you please do contact us on 0121 685 4128 or via email at roh-tr.pals@nhs.net as we would love to hear from you and try to improve your experiences with us and learn where we need to improve. thanks and best wishes Claire Williams, Patient Relations Manager

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