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Should do better!

Story from nhs.uk

"Should do better!"

About: St Peter's Hospital (Chertsey)

On some 3 occasions this year I have required to have outpatient procedures - on each and every occasion I have been lost somewhere "in the administration" and after a very reasonable time - over a month on one occasion, and several weeks on other. I have had to chase up actions on my own account. Today, for the forth time, I have found it has happened again. I can't sit and disregard this consistent poor service. It is not satisfactor!. I appreciate that the services are stretched, but not communicating properly with patients is inexcusable and worrying - especially with computer systems! Finally, it's not all bad, the various people contacted have performed in each case with excellence, politely apologising, phoning me back and giving me contacts. Please fix this, I am sure I am not the only out patient experiencing this problem.

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Responses

Response from St Peter's Hospital 9 years ago
St Peter's Hospital

Submitted on 27/11/2014 at 10:40
Published on nhs.uk on 30/11/2014 at 03:01

Thank you very much for taking the time to post your comments here, and we are sorry to hear that you have not experienced an efficient service. This is clearly not the standard of patient service we would wish to provide, but at the same time we are pleased to hear your positive comments about our individual members of staff. We are currently doing a lot of work to improve some of our administrative systems, and we recognise that at times these are not working as they should. We would like to take this opportunity to apologise to you and particularly as you have had to chase up actions yourself which clearly should not be the case. If you wish to discuss any of this in more detail we would be happy to do so; please call our Patient Experience Team on 01932 723553 in the first instance. Alternatively you can call Ben Pritchard-Jones our Access Manager on 07810 757358 who would be happy to discuss this with you. Thank you.

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