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very disappointed

Story from nhs.uk

"very disappointed"

About: Royal Devon & Exeter Hospital (Wonford)

The first time I came to the orthopedic centre I was not listened to, the surgeon wouldn't really take the time to look at the problem I had. My second visit was better she was very nice and helpful, she answered all my questions about the test and spoke to me with respect un like the surgeon. I was then told I would get a letter within three weeks to confirm another appointment. So I waited and phoned up 6 weeks later when I still didn't have a letter. The person I spoke to at the desk transfered while I was trying to explain my situation without even listening to me which again was disrespectful and down right rude. The woman I got transfered to was very helpful but I had to be transfered back to the same number I rang initially and was then told iI was in the wrong for phoning up to ask a question about my appointment after I was told I would get a letter 3 weeks previous. All in all the doctors and staff have been mostly rude on cooperative and down right disrespectful

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Response from Royal Devon & Exeter Hospital (Wonford) 9 years ago
Royal Devon & Exeter Hospital (Wonford)

Submitted on 05/09/2014 at 14:45
Published on nhs.uk on 06/09/2014 at 04:00

It is always disappointing to hear from patients that they have encountered poor staff attitude and communication regarding their care and treatment. The ethos of the Royal Devon and Exeter Hospital is to treat all patients, family and friends with dignity, respect and understanding. This includes the manner in which we talk to everyone, either here in the hospital or via telephone. I apologise that you have felt the communication and attitude has been was lacking, and that you did not feel you received the excellent customer service we aspire to. We would welcome the opportunity to look into this further if you could provide your details to our Patient Engagement and Experience team here at the Trust, who can be contacted on (01392) 402093. This would be helpful for learning purposes and to help us improve our service moving forwards. I do hope that you have now received a suitable appointment date but if that is not the case, please do not hesitate to contact our Patient Engagement and Experience team so that an appointment can be arranged for you without delay. We are sorry to hear of your experience.

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