"Extremely dissatisfied with lack of information..."

About: Macclesfield District General Hospital

We went to an appt with Consultant on 29 Jan. We chose to go to Congleton as closest to where we live and also based on information on nhs choice website stating 8-10 week wait for op. We were informed by Consultant that operation would be carried out at Macclesfield Hospital and not Congleton which we had chosen on this website and also informed it would be a 16-18 week wait. We went for subsequent appt at Macclesfield for tests and were informed we would hear soon but that it would probably be carried out mid May after we had been to another clinic which will take 3 hours and again a Friday. As we run our own business we have been waiting to hear what is happening and as we had heard nothing we managed to find a number to call the Consultant secretary who told us that it would be mid to late May when my husband went in for the 3 hr clinic and subsequent hip operation. Again after hearing nothing at all we telephoned again a few weeks ago and were told that it would be June but we would hear in a couple of weeks - which took us to last week. I telephoned hospital admissions today to be told that it would now more than likely be July. When I questioned further I was informed there had been a bed shortage throughout January to March and the consultant had been off for the whole of April and that there was in fact still a bed shortage! I asked why we had not been told and was told there were thousands of patients and everyone could not be told this. I asked for the name of complaints manager and was given a phone number, no offer to put me through, when I asked for name I was told it was a very big hospital and the person on the phone didn't know names of everyone who worked there. I asked for address to write to complaints and was told to ring the number they had given to me! I am appalled by the lack of care shown by this member of staff. I worked in hospitals prior to leaving to work with my husband in our own business and was a consultant secretary I would never have shown the lack of care to a member of the public or a patient that has been shown to my husband. We have been misinformed both by this site and also by consultant secretary/hospital admissions. We were informed today to go to GP for a letter to the consultant as my husband is in a great amount of pain but if there are still bed shortages and a consultant who has been missing for a month I do not hold out any hope whatsoever.

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Responses

Response from Macclesfield District General Hospital

We were very sorry to read your comments. Like most other hospitals, Macclesfield District General recently faced an exceptionally busy period with a very high number of patient admissions. As a result, we have had to postpone some less urgent surgery in order to prioritise the most urgent and life-threatening cases. We appreciate this may have caused frustration for some patients but would like to reassure you we are endeavouring to reschedule postponed operations as quickly and safely as we can. Please accept our apologies regarding the misunderstanding regarding Congleton War Memorial Hospital. Surgery is not provided at the War Memorial but you may have got this impression from the NHS Choices site as both hospitals sit within East Cheshire NHS Trust's profile. If you would like to make a complaint in writing, please direct it to the following address: The Chief Executive East Cheshire NHS Trust Macclesfield District General Hospital Victoria Road, Macclesfield, SK10 3BL Alternatively you can contact our care manager Sue Fleet via 01625 661111 or email: ecn-tr.CustomerCareService@nhs.net Further details regarding complaints and concerns and the Customer Care Team can be found here on our website: http://www.eastcheshire.nhs.uk/Patients-Visitors/Complaints-and-concerns.htm http://www.eastcheshire.nhs.uk/Our-Services/Customer-Care.htm The trust aims to continually improve the quality of services we provide and your feedback is key to achieving this.