"not relevant to my comments"

About: Westmorland General Hospital

(as the patient),

What I liked

not relevant to my comments

What could be improved

communication, information and knowledge of your organisation within members of your organisation to enable you to treat the patient correctly and promptly

Anything else?

You need an ability to respond to concerns adequatley and not with token responses. e.g Having been sent to the the second specialist regarding the tumour in my arrm, he referred me to someone else. As we had already expereinced considerable delays in getting to see a consultant, who was unable to treat me and needed to refer me to am more suitable specialist, I did not want any undue delays due to appointemnts being made whilst I was away on holiday. I advised the receptionist of the two weeks I would not be able to attend. I was told there is no way to get that informaiton to the booking section. When I pursued this, I was given a telephone nunber to do it myself. The numbr turned out to be a fax machine which I could not communicate with. I then received an appointemnt for whilst I was away, which we had to change. When I attended another consultants clinic, it turned out that this surgeon did not work in anything remotely like the skills my case needed. You have now referred me to three different surgeons, all of whom do not specilaise in my case, so I have a tumour that no one appears able to refer me to anyone who can do anything about it. Now into my 7 month of being passed from piller post I have been referred to a specialist in Wythenshaw I have tried to search your web site for details about your surgeons and I can find little to assist me, so I dont know how the public are supopsed to understand what you offer. I hve also tried to search to find the surgeon you have referred me to, I can find nothing. I have also personally written to the chief executive to ask him to assist and so far this has led to no improvment. My rating of your organisation 0.

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Responses

Response from Westmorland General Hospital

Thank you for bringing this matter to our attention. We are sorry that our service failed to meet your expectations.

As a note for people reading this reply, we have received the letter mentioned by Mr Shaw, and have made contact to discuss further.

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 improve the services we offer and the experience our patients have whilst in our hospitals.

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