"Appointment problems."

About: West Suffolk Hospital / Paediatrics

(as a parent/guardian),

I live outside Bury St Edmunds and cannot drive. I have to use public transport. My child was referred to the hospital and I phoned and asked that they did not give me an early appointment as the first bus did not come till 10am. I was given an appointment at 10. 10am. I phoned to change the appointment and gave my reason for doing so. Another appointment was sent for 9. 50am! ! ! ! ! I phoned up again and said that it was impossible for me to get there at that time. They were very rude and unpleasant to me over the phone and discharged me. I had to go to my GP and explain what had happened and ask him to rerefer me. My GP did this and put on the letter not to give me an appointment befor 11 am. The appointment came ....... For 10. 15 am! ! ! ! ! ! ! !

I had to put up with another phone call to a rude and unhelpful person. Another appointment came ...... for 9. 30 am.

I ended up being discharged again and this time my GP referred me to another hospital in Norwich.. I got an appointment exactly when I asked and the appointment staff were polite, and very helpful.

I feel that staff should be given training in manners and phone attitude in West Suffolk hospital. I am also interested in knowing why they cannot take patients requests into consideration when arranging appointments. They send you repeated appointments at times you have already told them you cannot attend, then discharge you when you cannot attend. Can someone please explain why?

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Response from West Suffolk Hospital

We are sorry to hear of your recent experience of WSH - please contact our Patient Advice and Liaison Service (PALS) - pals@wsh.nhs.uk or 01284 712555 - who will be happy to discuss and help to resolve any issues and queries you have.

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