"lack of respect and efficiency. from..."

About: The Great Western Hospital

NHS complaints procedures states most issues can be resolved without having you to make a complaint. Try having aninformal chat with your Dr or a member of staff first. A complaint takes times and minor issues are resolved quicker if you speak to a person on site.If you areworried about something in your hospital Outpatients appointment talk to one of the nurses or the clinic manager. Also the PALS leafflet from GWH advice in the frist instance raise tthe concern withthemember of the staff who is providing the care to the patient as soon as possible. Then should beableto resolve thisdirectly with you or find someone to help you.I tired to contact physio manager as in previous visti to Pain Physion to whom i informed I will not be in the country and they didn't pass the message to their colleagues. I also found diffficult they decided to discharge me giving me the wrong advice as the Rehabilitation consultant I saw later as they told me to rest my hand becasue it was too inflamed due Right

Quervain Tenosynoviits.I couldn'tfinish the treatment I wasforcedto take abroad and appointments were organised fo appointments I was not ableto attend obviously. Even someone from the same Department phoned me and I told them I just left the country I gave them my availability. As i received a dscharged leter and unable to contact theManager I raised a complaint to PALS and when I approached to physiotherapy to enquiry about a Ginecolouroligst referral done 6 months ago and to be sure they will not call me again when i will not be available the receptionist was not eager to listen. They told me we received your complain. I told them I didnt talk to PALS about this and I am aware the referal was received as a person on behalf of the manager confirmed me this on 9Oct15. I also told them I provided by telephone with dates I will not ba available but they lost their temper, become rude and threatened me to call security if I do nt leave.All this in the waitin area in fron of pages who witnessed she was the rude one. Then I was told it was PALS instructions when it is supposed to raise a concern or complaint should not adversely affect the care and treatment in anyway.

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Responses

Response from The Great Western Hospital

We are sorry to hear your recent experience did not meet your expectations.

We take concerns seriously and are keen to investigate and take action as appropriate.

I Understand that this is currently under investigation with the Pals Team.

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