"excellent customer service by orthopaedic..."

About: Northern General Hospital

Hi, I received a recorded message asking if I would confirm attendance at an outpatient appointment with the hip surgeon, the following week. I hadn't received a letter but I rang on 5.8.16 and the person I spoke with was very helpful. I needed to defer the appointment as I have just has minor surgery on my foot and it had been previously agreed that I need to get my foot sorted and then my knee reviewed before returning to see the hip surgeon. ( This has taken rather longer than expected)

The member of staff said they would speak to their manager and try to defer the appointment for me rather than take me off the list. They promised to ring me back with the answer. Today they rang back and informed me that my appointment had been deferred for six months. Sadly it is not the norm these days for people to ring you back when they say they will. I just want to say a big thank you to the Clerks , reception staff and other first point or back room staff are often overlooked and take the brunt of patient frustration.

Thanks again. regards Lynn Hobson.

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Responses

Response from Deborah Hopkinson, Patient Experience Co-ordinator, Sheffield Teaching Hospitals NHS Foundation Trust

Dear Ms Hobson,

Thank you for taking the time to provide this positive feedback. Staff are always pleased and encouraged to receive such kind words.

With kind regards,

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