"Many of the nurses are very helpful ..."

About: Royal Lancaster Infirmary

(as the patient),

What I liked

Many of the nurses are very helpful and friendly, particularly Annette in the Clinical Investigations Unit who went out of her way to help.

What could be improved

Almost everything on the admin side of things. Referrals are often lost/forgotten about, appointments were only made if I called several times to chase them up. Noone would accept responsibility for any of these mistakes and actually try to fix them. Furthermore I often feel that consultants trivialise issues, and they seem to just want to have seen you and not to actually get things done quickly- it appears that people are too concerned with meeting targets for appointment waiting lists etc. and less with sorting something out in less than 3 hospital visits!

Anything else?

I've been in and out of hospital for 8 years now with various problems and still failing to get a diagnosis. Maybe if things were at least more efficient on the admin side, I might have gotten somewhere by now!!

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Response from Royal Lancaster Infirmary

Thank you for taking the time to leave a comment. We are sorry that the service, particularly the administration did not meet your expectations.

We would be grateful if you could please contact our Customer Care Manager so we can look into your concerns:

Customer Care Department

Level 2

Westmorland General Hospital

Burton Road



Telephone: 01539 716621

Email: ComplaintsandComments@mbht.nhs.uk

We will pass on your kind compliments to the Clinical Investigations Department.

Alternatively, if you need any further help or information please call our confidential Patient Advice and Liaison Service (PALS). They can be contacted on 01539 795 497. More information can be found on our website: http://www.uhmb.nhs.uk

We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually to improve the services we offer and the experience our patients have whilst in our hospitals.

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