"Herniated disc treatment"

About: Trafford General Hospital

Following a referral from my GP I attended a set appointment at the Orthopaedics Unit in May 2014 for a confirmed herniated disc. On arrival I had to wait an extra 40 minutes after my appointment time before being seen. During the appointment I was then informed that they did not have a copy of my MRI scan which had been taken a month earlier. As a result of not having the scan they could not confirm whether I would require surgery or what other treatment I might need. As such I was told an appointment would have to be re-arranged for Monday 02 June and confirmation of the appointment and time would be sent in the post. Before leaving the hospital I noted that my old address was on the paperwork and pointed this out. However, I was told that there was no one available to amend the address at the hospital and to wait until I got home and telephone the hospital to change the address. I still can't understand the logic behind this. After a week I had not received the confirmation of the appointment in the post and so telephoned the hospital. The woman who answered was rude and abrupt, cutting me off mid-sentence saying "That's appointments" and I was then diverted to another department. I was then told that the appointment was actually for Monday 09 June, a week more than what I had been told it would be. At present I am in continual pain with a herniated disc which I am trying to manage with just painkillers. I am having to take time off work because the pain is so severe and my partner is having to take time off work to take me to appointments. So far we feel completely let down and disappointed with the service we have received and don't hold out much hope for a quick resolution. In 30 years this is my first experience of receiving any treatment through the NHS in the Greater Manchester area and I hope it is my last.

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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 about your experiences of our Orthopaedic Unit in May 2014. We have spoken with the staff on the unit regarding your 40 minute wait to be seen and they report that reasons for delays do vary and they are generally due to some patient consultations taking longer than expected. There is a communication board behind the reception desk which clinic staff update frequently with estimated running times should clinics not be running to planned scheduled times with the aim of keeping patients informed.

We can appreciate that not having the results of scans and tests when you expect is frustrating and would very much like to hear from you directly about this as we take all issues surrounding patient care very seriously. We can also appreciate your frustrations around attempting to update your personal information as address, date of birth and telephone contacts should routinely be checked as you arrive for your appointment. The reception desks are open from 8.00 am to 5.30 pm and there should always be a member of staff available to update your records. We are sorry that this did not happen on the occasion of your appointment. Your comment will be shared with all members of the team and also in one to one meetings with each member of the reception team so that others don’t experience the same issues as you did.

We would encourage you to contact our Patient Advice and Liaison Service on 0161 276 8686 or by emailing pals@cmft.nhs.uk they will be happy to discuss your concerns further. We hope your appointment went as planned on the 2nd June and you are now receiving the appropriate treatment and care for your condition.

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 about your experiences of our Orthopaedic Unit in May 2014. We have spoken with the staff on the unit regarding your 40 minute wait to be seen and they report that reasons for delays do vary and they are generally due to some patient consultations taking longer than expected. There is a communication board behind the reception desk which clinic staff update frequently with estimated running times should clinics not be running to planned scheduled times with the aim of keeping patients informed. We can appreciate that not having the results of scans and tests when you expect is frustrating and would very much like to hear from you directly about this as we take all issues surrounding patient care very seriously. We can also appreciate your frustrations around attempting to update your personal information as address, date of birth and telephone contacts should routinely be checked as you arrive for your appointment. The reception desks are open from 8.00 am to 5.30 pm and there should always be a member of staff available to update your records. We are sorry that this did not happen on the occasion of your appointment. Your comment will be shared with all members of the team and also in one to one meetings with each member of the reception team so that others don’t experience the same issues as you did. We would encourage you to contact our Patient Advice and Liaison Service on 0161 276 8686 or by emailing pals@cmft.nhs.uk they will be happy to discuss your concerns further. We hope your appointment went as planned on the 2nd June and you are now receiving the appropriate treatment and care for your condition. The Patient Experience Team Central Manchester University Hospitals NHS Foundation Trust

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