"Patronising behaviour"

About: Manchester Royal Infirmary

I have been on a waiting list for a septoplastic since last summer. I was called for an operation on the 6th January but because I have been flying, for the past 2 weeks (and I am aware that I should not fly 2 weeks before and after the operation) I asked to postpone it. Comes to May I receive a letter x the operation to be held on the 10 of may and the pre-operation for the 17th may. Again I rang twice and tried to speak to the administrator before the date of the operation. I never managed to speak but left 2 messages on the answer machine, asking to be called back. I was never called back so I had to cancel the operation again. I did book the pre-op for June and asked the nurse to put a note on my file, asking if the operation could take place after September (since I have 2 international flights between July and August, both 3 hours long). The day after my visit, a letter was sent saying that i asked to be removed from the waiting list for the operation. This was not true, so I rang the administrator x ent who was rather rude and the bottom line was that I had been 'punished' because I had already cancelled twice the operation. I tried to explain my reasons but I was neither listened or treated with respect. I was told to call back in September to be put on the waiting list. I also explained that I will have to fly in December - January and the same problem would occur. There was no willingness to help and the only point was: you have done this twice already. While I understand that there may be other people waiting for urgent operations, I cannot be punished if I am called 2 weeks before or if I am sent the letter inviting me for the operation before the pre-operation appointment. And above all, I think I should be treated with respect and not taught a lesson. Very disappointing experience

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We were sorry to learn that your experience was not as positive as we would have hoped in the ENT department at the MRI. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

In response to your comment, We are extremely sorry for the issues you experienced with arranging a date for your procedure. We would always expect all our staff to communicate with patients in a respectful and understanding manner and to listen to their concerns. It is also our expectation that all messages are responded to in a timely manner and apologise that this was not your experience. Your concerns have also been raised directly with the staff / department involved so that they can look into them so that others don’t experience the same issues as you did.

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