"Appointments desk"

My daughter in law who suffers severe epilepsy received a appointment letter three weeks ago. Following MRI scan and 7 days in ITU, the appointment letter stated the appointment was at at Arrowe park Oak House. My son and myself queried this by three phone calls to the Neuro centre whom we have great faith in, however this incident has severely damaged that faith. We were assured the appointment was at Walton Neuro on Tuesday Feb 4th at 12.30, I took my daughter to the Neuro at appointed time because my son who works in ITU and Critical care at another Trust could not get off. On approaching the desk in the clinic the receptionist said we had no appointment there we showed her the letter and when we had phoned up and the replies we got. But she was adamant there was no appointment at the Neuro and it was definatly at Arrow Park Oak House, we could do no more, she was not listening. On the way out I asked a young lady on the reception main foyer could she ring Arrow Park and tell them we would be late for our appointment which she kindly did. I proceeded over to Arrow Park and went to outpatients clinic by this time my daughter in law was extremely upset, I showed the receptionist the initial letter and she said there is no Oak House here and after spending some time she said you do not have a appointment here and the consultant in question has not got a clinic here today, but she very kindly said she would make further enquiries, after a while she came back and said no you defininatly have not got a appointment here, but because of your daughter in laws condition I will get a Epilepsy Nurse to see her and get her some help which she kindly did, and I cannot speak to highly of the nurse, she contacted Walton Neuro and after some considerable time they said yes my daughter in law had the appointment at Walton Neuro Oak HOuse. Although the initial letter clearly stated Arrow Park Oak House, and the receptionist at Walton was adamant that is were my daughter in law needed to be. I wasted considerable time travelling to Arrow Park bearing in mind we live in Warrington, I have the car park ticket proving we were Walton on time, and the staff at Arrow Parks confidence showing we were there, but what I have not got is the confidence in the appointments dept at Walton Neuro. Bearing in mind hospital trusts always quote the number of did not turn ups, is this the reason for it, I am still no clearer when my daughter in law will see consultant, we were supposed to be getting results of recent MRI scans today, obviously tis has caused great distress to the family particularly my daughter in law. I have the initial letter, the time and dates of phone calls and proof of parking. To make matters worse on looking at Google to find out if and were Oak HOuse is, I note its not at Arrow Park, nor Walton Neuro but it is at Aintree Hospital. Mental Health Unit, Sefton NHS.

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Response from Walton Centre NHS Foundation Trust

Thank you for taking the time to post your feedback regarding your visit to the out-patient department. I am sorry that your experience was not as you would have expected. I will ensure that your comments are passed to the Out-Patient Department and the Divisional Managers, and to take action where necessary. We are keen to develop our services and this information is helpful for us to continue to improve our patient experience. If you would like to provide us with any further information or feedback you can contact us directly at the Patient Experience Team on 0151 529 5517 to discuss your concerns further.

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