"Rude staff that ignore phonecalls and complaints"

About: Wrightington Hospital

I was referred to a consultant for dupuytren's contracture. This consultant was brusque, rude and was more interested in getting out of the room than talking to me. I was offered an appointment for my procedure which unfortunately I was unable to attend. This was the beginning of major problems. The admissions staff never answer the phone and there is no answerphone on which to leave a message. The consultant's secretary cannot (or will not) help and always pass you back to admissions which results in more unanswered phone calls. I even contacted PALS as I was going round and round in circles and they did nothing either! I was finally contacted 3 months after my initial surgery date with a cancellation and assured that a letter would follow providing me with admission details. My procedure is supposedly tomorrow, and no letter has arrived. Once more, admissions aren't answering the phone and the secretaries are not interested. On telephoning the main hospital number, you hear a message apologising for the delay in answering your call as the hospital is experiencing a high demand. What a joke! If the staff did there jobs properly then people wouldn't have to take up the phone lines by ringing numerous times! A shockingly bad experience from what is supposed to be an excellent hospital. I'm disgusted.

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Response from Susan Heighway, Patient Relations / PALS Manager , Patient Relations / PALS, Wrightington, Wigan and Leigh NHS Foundation Trust

Thank you for your posting. I am very sorry to learn of your negative experience; clearly we have not met our usual standards when communicating with you and this is very concerning to us. Please contact me so that we can look in to your concerns and provide you with feedback and any learning outcomes.

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