"Very rude Switchboard Operator"

About: Altrincham General Hospital

I have just rang Trafford Switchboard and asked the Trafford Hospitals operator to put me through to Altrincham General Physio Department as I had to cancel my appoinment as I am in so much pain with my back that I can't even leave the house. Half way through telling her I had to cancel she cut me off without a word and put me through. I received the same hostility from the Physio receptionist at Alti General. I apologised profusely for having to cancel but not a word was said back to me like, 'it's okay, I can understand why'. So, in awful pain, can't leave the house today and a very uneducated response from reception staff at all ends. Thanks!

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We must firstly apologise for the delay in posting a response to your comments regarding your experience with Altrincham Hospital. We are sorry to learn that your experience was not as positive as we would hope. It is important to us to receive feedback to provide us with the opportunity to make changes and improvements to our services wherever possible.

We were sorry to hear that your contact with the Trafford General Hospital operator did not meet your expectations. We pride ourselves on delivering a high quality service, and therefore we take any negative feedback very seriously. Over the past year, there have been significant changes in the team that manages and operates Switchboard to ensure that we provide the best possible facilities to all our service users.

We were also sorry to read of the manner in which you were greeted by the receptionist at Altrincham Hospital, as this is not the behaviour we expect from a member of our staff. Your comments have been passed on to the manager of the new Altrincham General Hospital so that they can be shared with staff from the Physiotherapy Department to ensure that your experience is not repeated.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust