"Poor Communication"

About: Tameside General Hospital

(as other),

I am the chair of the Patient Participation Group at Thornley House Medical Centre in Tameside. One of our group was very upset about the fact that his wife, whilst waiting for treatment, had a letter saying she had not attended an appointment at Tameside Hospital & was in danger of being "struck off". She had not recieved any letter offering an appointment. Despite her communications with the hospital, this happened again and because of the delay she had to have some plastic surgery that she didn't need originally. Other members have experienced the same thing with letters. One woman who has cancer, whilst waiting for test results, had 2 letters saying she had not attended & was in danger of being "struck off". We are concerned about the distress & inconvenience this is causing to patients. We are also concerned that vital treatments are being delayed unneccessarily. Tameside Hospital has a poor reputation & incidences like this are bound to make a bad impression. Interestingly, more patients are reporting incidences of good service but the feeling is that the administrative service is letting down the rest of the hospital.

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Responses

Response from Lindsay Stewart, Deputy Director of Nursing, Tameside and Glossop Integrated Care NHS Foundation Trust

We wish to relay our sincere apologies for any distress this may have caused to our patients.

We wish to reassure patients that no one is “struck off”; however, if patients do fail to attend for their appointment this will be reviewed by the clinical team and if deemed appropriate the patient will be referred back to their GP for future treatment. If the GP requires further assistance from our specialists we will gladly see patients again.

There is an Outpatient Improvement project currently underway with the aim to improving accessibility for patients. We would welcome the Chair of the Patient Participation Group to contact the PALS service so we can put you in touch with our Outpatient Improvement lead to discuss this further. Pals & Complaints Department on 0161 922 4466 or Palsandcomplaints@tgh.uk

Thank you

John Goodenough

Director of Nursing

‘’Would you like to help the hospital to improve its services further? We are currently looking for patients and carers to become involved in a development called “Patient Stories”. We want to know more about our services from the point of view of those who received them – what was good, bad, what could be improved, what should be changed. Want to know more about what’s involved? Please contact John Goodenough, Director of Nursing at

john.goodenough@tgh.nhs.uk

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