"sloppy"

About: Nuffield Hospital Oxford (the Manor)

Lots of admin problems from the go. Had a health issue and there was very poor communication between departments once i started receiving treatment. A prof i saw here referred me to a physio in the same hospital. it was not until the 2nd physio appointment, and after me begging the admin team, did the physio receive the details from the prof. I called them before each appointment to ask them to make sure the physio got my results. As a result the physio was giving me treatment in 2 sessions where they did not know the doctors opinions. Instead they asked me what i thought was wrong. i did as best i could to explain but i did not have the full details. Every time i spoke to the admin team they were rude and blunt. In fact on a number of occasions they did not respond to my emails checking to see if they had sent the results. They caused me a great deal of stress. When i made a complaint, the complaints procedure was slow and, on one occasion, the person following my complaint told me it was delayed because it was their birthday! I just don't think this is good enough. When i did eventually get a result the team had ganged up together and i was told i was the one who had been rude and everyone had thought that - yet no one, it seems, was prepared to tell me this beforehand. But they were happy to tell me when i made the complaint! They also told me that this particular prof's secretaries were not located in their hospital. I am not sure how this related to my issues. Even if they are not at the hospital it is down to the hospital to make sure that all staff members are trained properly and know how to speak to patients. Finally, during my physio appointments the physio questioned why i went to see that particular prof. They also questioned why the prof had given me anti-depressants for my treatment. This did not make me feel good at all. They suggested i see someone else in the hospital. So afterwards i went to see this doctor and paid over 300 pounds for the appointment. the doctor was late seeing me and i waited over an hour without anyone telling me what was going on. The consultation was good but the doctor wasn't quite sure why i had come to see them as some of the issues were not in their field. However, they did the best they could and sent me on my way. All in all, a terrible experience that this hospital needs to look into. The issues are really with their poor communication and a condescending attitude from some of the admin team.

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Responses

Response from Nuffield Hospital Oxford (the Manor)

We value your feedback, we strive to give our patients the highest standard of care, and will use your feedback to make changes to our practice. I am sorry we did not meet your expectations.

Louise Sullivan

Hospital Director, Oxford Hospital ‘The Manor’

Beech Road, Headington, Oxford OX3 7RP

Tel: 01865 307777

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