"This hospital used to be good"

About: Trafford General Hospital

I had an x-Ray here on the 4th April followed by a CT scan on the 8th April. On speaking to one of the secretaries, I understand these have not yet been reviewed and the results passed to my consultant. Bearing in mind that the consultant has then to write to my GP, who in turn has to write to another consultant , who in turn has to send me an appointment, no doubt months ahead, the situation is pretty disgraceful. At her request, I have tried several times to phone her for information, but cannot seem to speak to her in person and the answering machine cuts me off within seconds of trying to leave a message. The PALS seem to have a short working week and the switchboard (assuming you can get them to answer your call) are disinterested.

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

We are very sorry to receive your comments and concerns via the Patient Opinion website regarding the difficulties you have experienced accessing your results from April. This has obviously been very frustrating for you and for that we are truly sorry. We were also disappointed to read that you were unable to contact your consultant effectively and continued to have further difficulties contacting the switchboard and PALS team at Trafford. I can confirm that the Trafford PALs service is currently covered Monday, Tuesday and Wednesday as the PALS case manager works part time hours. The PALS service at Trafford is supported by PALS at Manchester Royal Infirmary so you should be able to access the service on the number below. We have liaised with the Manager for switchboard staff and shared your observations that they were disinterested when you did get through to them. She has explained that the service is currently experiencing issues with staffing levels, which may have impacted in the ability to answer calls but should not have impacted on customer service. We can reassure you that all Trust staff attend mandatory training which includes customer care training and to reinforce this your comments will be shared with the switchboard staff so that they can reflect on how their behaviour impacts on callers.

It is very difficult to respond to the specific concerns you have raised without being able to investigate in detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about this.

If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be happy to discuss this with you.

The Patient Experience Team

Central Manchester University Hospitals NHS Foundation Trust

Response from Trafford General Hospital

We are very sorry to receive your comments and concerns via the NHS Choices website regarding the difficulties you have experienced accessing your results from April. This has obviously been very frustrating for you and for that we are truly sorry. We were also disappointed to read that you were unable to contact your consultant effectively and continued to have further difficulties contacting the switchboard and PALS team at Trafford. I can confirm that the Trafford PALs service is currently covered Monday, Tuesday and Wednesday as the PALS case manager works part time hours. The PALS service at Trafford is supported by PALS at Manchester Royal Infirmary so you should be able to access the service on the number below. We have liaised with the Manager for switchboard staff and shared your observations that they were disinterested when you did get through to them. She has explained that the service is currently experiencing issues with staffing levels, which may have impacted in the ability to answer calls but should not have impacted on customer service. We can reassure you that all Trust staff attend mandatory training which includes customer care training and to reinforce this your comments will be shared with the switchboard staff so that they can reflect on how their behaviour impacts on callers. It is very difficult to respond to the specific concerns you have raised without being able to investigate in detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be happy to discuss this with you. The Patient Experience Team Central Manchester University Hospitals NHS Foundation Trust

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