"Endoscopy Appt"

About: Manchester Royal Infirmary

My fantastic A1 Consultant wanted me to another Endoscopy - even though I was reluctant I agreed after the Consultant said they would do the procedure them self. A week later I got a letter - that had taken 2 days to get to me - saying I had to ring a certain number within 2 weeks of the date of the letter to book an appointment. If I didn't ring within 2 weeks my referral would be cancelled. 2 days of these precious 14 had already been wasted so I got on the phone to book the appt - only for the answering machine to kick in. The same thing has happened on the other 39 times I have tried to ring - know exactly how many times I have rang as I have tried 10 times daily on 4 days. "Leave a message and we will get back to you" says the answering phone message. Well will someone kindly tell me how many messages you have to leave before they bother ringing you back? I have left 3 messages and nobody has bothered to ring me back. When I go over the 14 days so get my referral cancelled I will make sure my Consultant knows why the referral got cancelled and I didn't have the procedure done. Suppose this is 1 way of getting the waiting lists down!!

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

I can only apologise that a member of the Endoscopy team was unable to take any of your calls and the inconvenience you experienced having to call repeatedly. Please also accept our apologies that no one returned your calls when you left messages.

Your concerns have been raised directly with the staff in the Endoscopy department involved who have advised that they are currently experiencing a high volume of calls and queries, as a result of which they have recruited additional staff to ensure that others do not encounter the difficulties that you experienced.

I would like to assure you that we would not have removed you from the waiting list if you had been struggling to get through to our administration team.

Thank you for comments, we value your feedback and I am sorry that on this occasion we failed to provide you with the optimum level of customer service we strive for. It is difficult to respond to your post in a comprehensive way because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk who would be happy to discuss your concerns with you.