"Recent outpatient experience"

About: Trafford General Hospital

Visit outpatient reception 2 out of 3 desks closed. Hand cleanser dispensers empty. Sent to clinic reception. Weighed by HCA No. 1 . On other information requested or tests done. Appointment made for 1530 actually entered room with a doctor! ay 1630 an hour late.

Another HCA No. 2 came in room. They apologised for delay. Doctor did not nor did the doctor say who they were.

Consultation lasted only 20 minutes much of which was spent asking questions about existing conditions which one would have thought that the doctor would have known.

I intend to make a formal complaint about this in due course.

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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.

In response to your comment, I can tell you that at the moment there are staff vacancies which have resulted in the closure of some outpatient reception desks. I can assure you that an assessment is made to ensure appropriate support for each clinic with the aim of keeping inconvenience to patients to the minimum.

The operational manager and matron for the Outpatients Department at Trafford Hospital are undertaking weekly walk-rounds, where important issues such as empty hand gel dispensers, will be checked and acted upon.

Mr Wilkowski, operational manager, was sorry to learn of your poor experience regarding your appointment and would like to reassure that he has shared your response with the general surgeons so that lessons can be learned.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information. We understand from your comment that you intend to make a formal complaint. If you have not already done so and still wish to make a complaint, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust