"Team member going the extra mile"

About: Manchester Royal Infirmary / Gastroenterology

(as the patient),

I was due to have a hydrogen breath test as part of ongoing gastroenterology investigations. There had been a number of bad experiences previously, all a result of poor communication.

Having been unable to contact the department over the phone, and with no replies to the numerous answer machine messages, I went to the gastrointestinal investigation unit. I was greeted by a lovely lady who listened, and said let's book your appointment here and now, so you have it. She took the time to sit me down, and go through the dates available. She then printed the letter off and gave me all the necessary information for the appointment.

Now, why on earth couldn't this happen previously? I was sick and tired of listening to an answer machine and the 'we're looking into it' response.

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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 you have experienced some communication issues with the Gastroenterology department. It is important to us that comments are heard and seen as opportunity to make improvements wherever possible. I have liaised with staff members in this department who have confirmed that this will be discussed as part of the weekly team brief and a review of the answer machine will take place to ensure the messages are appropriate and helpful. I am grateful to you for being so kind as to mention the helpful member of staff who greeted you and spent time with you to book your appointment. It is reassuring to hear such positive comments

Response from Manchester Royal Infirmary

Thank you for your feedback. We are sorry to learn that you have experienced some communication issues with the Gastroenterology department. It is important to us that comments are heard and seen as opportunity to make improvements wherever possible.

I have liaised with staff members in this department who have confirmed that this will be discussed as part of the weekly team brief and a review of the answer machine will take place to ensure the messages are appropriate and helpful. I am grateful to you for being so kind as to mention the helpful member of staff who greeted you and spent time with you to book your appointment. It is reassuring to hear such positive comments

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Update posted by healthcare-advocate (the patient)

Thank you for taking the time to note this, and take action on it, very much appreciated!