"Good But Room for Improvement."

went to Emerson green on the 14/06/16 for a partial Knee replacement, Transport picked me up as planned, operation went brilliantly Thanks to the consultant and their team, the nurses on the ward were Brilliant, and thats where it ended, On the day of the operation i asked "would i be going home the next day"? yes i was told and thats when i said " I will require Transport Home" Ok we'll sort it out i was told. Next day time to go home and Yes no transport! Furious they told me " It's to late in the day now You'll Have to make your own Arrangements to get home or stay another night", My Wife who hates Driving

Had to travel over to Bristol to get me Incurring costs, fuel/bridge not to mention the stress it put on her.

Home I get and over the next few weeks things were going ok and then i needed some Advice from the physiotherapists, so rang on the 7/07/16 no answer so left my name and number as they said they would get back to me, nothing, Rang again on the morning of the 8th same recorded message so i hung up and rang the main switchboard, there i was told we'll email the physiotherapists and they'll get back to you, this usually works! nothing, rang again on the evening of the 8th left my name and number again Nothing. the physiotherapists returned my call on the 12th of july i must admit i was offish with the member of staff as i felt this was unexceptable to leave it this long. I explained my concerns and was told That they would contact me on Friday the 15th july to see if the problem was persisting i'll put that in the Diary they told me to remind me!! as of today 15/09/16 i'm still waiting for the phone call.My Last point I had a follow up appointment to see Mr Korycki on Wednesday 14/09/16 so to make sure i gave plenty of notice i rang and requested the Transport on 22/08/16, the receptionist said " Yes thats booked for you please be ready 2hrs before your appointment. Sorted, Yesterday I'm waiting to be picked up yep you got it no transport! rang emerson green "oh we have no record of you requesting transport" Tamping is not the word for it, booked a days holiday from work for this. Receptionist said i'll ring you back, Rang back Taxi on it's way to pick you up, I'll inform clinic you'll be late, Eventually get there over an hour late, receptionist on the front desk was polite and helpful, sent round to the waiting room and was met by a most stroppy receptionist who sniped " your over an hour late, I explained the situation and that someone was supposed to let them know i was going to be late, but the receptionist was having none of it. The consultant came along all smiles invited me into their consultation room and was fine with the situation. i Agree emerson green is a great idea to alleviate waiting lists but aftercare and transport booking issues need to be addressed.

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Responses

Response from Emersons Green NHS Treatment Centre

Thank you for your comments.

We are truly sorry to hear that some aspects of your recent visit to us did not meet your expectations or meet the usual high standards which we aim to deliver.

We would like to apologise for any inconvenience caused and would like to reassure you that we take all comments made very seriously and we will be investigating the concerns you have raised.

If you would like to receive feedback regarding your comments then please indicate how, either by contacting us on 0117 906 1800 and asking to speak to the PA to the Hospital Director or the Clinical Effectiveness Manager or if in preference by writing and addressing your letter please to the Hospital Director, Emerson’s Green NHS Treatment Centre, The Brooms, Emerson’s Green, Bristol, BS16 7FH.

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