"Avoid if you can"

About: Royal Orthopaedic Hospital

I wouldn't recommend this hospital to anyone. Even the oncology secretary described it as "a catalogue of errors from start to finish" and she wasn't wrong. I've had to go through PALs to officially complain three seperate times. I have had to chase the oncology team to get an appt for my young daughter, this was all detailed in my first review which I see has been removed from this page. It is now 12 days since my daughters biopsy and having been reassured I would of definitely heard something by today I started to call them when I didn't. Basically the short of it is that my daughters results were discussed 7 days ago in the meeting and no one has called is with the results, after making several calls today I have had to find out these results from a secretary. I am shocked at this and beyond disapointed with the way they have treated us, I am now wondering when I would of found out if I hadn't called them to chase. Absolutely no respect for us and what we have been going through. My final complaint to PALs has been to ask them if someone more professional can call me to explain what the result means and let us know the plan of action.

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Responses

Response from Lisa Kealey, Public and Patient Relations Manager, Patient Experience Team, Royal Orthopaedic Hospital NHS Foundation Trust We have made a change

I am sorry to learn of your experiences in obtaining information about your daughters care. I understand that the PALS team were able to contact the Nurse Consultant who was able to call you with more information about her ongoing care. The team have reviewed the process of information sharing and spoken to all of the staff involved in her care to ensure that the communication improves.I wish her well for her ongoing treatment.

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Response from Royal Orthopaedic Hospital

I am sorry to learn of your experiences in obtaining information about your daughters care. I understand that the PALS team were able to contact the Nurse Consultant who was able to call you with more information about her ongoing care. The team have reviewed the process of information sharing and spoken to all of the staff involved in her care to ensure that the communication improves.I wish her well for her ongoing treatment. Lisa Kealey, Public and Patient Services Manager

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