"Lack of communication and care"

After a consultation with Physiotherapist in September 2015 they advised that I may have spinal stenosis (cauda equine) and a follow up scan in November 2015 was arranged at Euxton Hall. I had a follow up appointment with the Physiotherapist for December 10th but this appointment was cancelled due to the results of the scan, but was not advised what had shown up in the scan. I was offered an appointment to see someone in March 2016.i felt was unacceptable so on 20th December I contacted my GP who did not have the results either. They made contact with Euxton Hall and I was given an appointment with Orthopaedic Surgeon for 29th December 2015.

They confirmed that an operation was necessary and advised I would have surgery asap. Again I tried to make contact with Euxton Hall on several occasions and was immediately linked to an answering machine prompted to leave a message and they would get back to me, which they never did. At one point I was "next in the queue", and after 54 minutes holding, was cut off. Had to then go back to my GP who managed to get an appointment for spinal surgery for 29th February. It was cancelled one hour before attending the hospital. It is now 2 weeks later and have not had a rescheduled date. When I have tried to get through to Euxton Hall Medical Secretaries to ask if a future date has been planned I am basically told that they are waiting on dates. Still waiting and not impressed.

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Responses

Response from Euxton Hall Hospital

Dear patient,

I am terribly sorry for the experience you received at Euxton Hall, without further details it is difficult to track whether we have resolved your situation to your satisfaction but i will still share your comments with my team to ensure we improve our responsiveness and service to patients like yourself.

Yours sincerely

David Winters

General Manager

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