"I've been an outpatient here ..."

About: Westmorland General Hospital

What I liked

I've been an outpatient here since Feb 2010 having had a knee operation elsewhere in Sept 2009 and transferred here because the consultant I was seeing has his clinic here.

Unfortunately I have a rare bone disease that required me to have an MRI on my unoperated knee and was given this news in April 2010. I waited for an appt for weeks and I got one with Lancaster, however it was cancelled 4 days before. Both RLI and WGH telephoned me to arrange a new appt here a couple of days later in the mobile unit.

The staff in the mobile unit telehoned me the day of my appt and told me that they were not busy so if I wanted to come to my appt early then that was ok which I did which was great because I had waited over a month for this.

What has disappointed me was the information as to how to get my results was given. The mobile unti told me to wait for a letter however the consultant had told me to see him 2 weeks later for the results. I waited for 2 weeks and no letter so I rang the Xray dept for advice and they told me to make an appt.

What I want to say is that for people like me with conditions like mine we are so anxious to get the results we have waited so long for that makes such a difference to the quality of our life. The information about getting these results should be clearer and as someone who has never been in this situation before it would be of great help. We are stressed out enough with the already physical situation and delays can only make things worse. Sadly my results were not what I expected and am now awaiting more surgery.

Finally I have to say that all my other experiences at this hospital have been great and I have been treated with respect and dignity.

What could be improved

Communication with patients especially those I've noted above.

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Responses

Response from Westmorland General Hospital

Thank you for taking the time to leave a comment about our services. We are sorry that the service you received did not meet your expectations, we will be passing your comments onto the teams involved to investigate further.

If you need any further help or information please call our confidential Patient Advice and Liaison Service (PALS). They can be contacted on 01539 795 497. More information can be found on our website: http://www.uhmb.nhs.uk

We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually to improve the services we offer and the experience our patients have whilst in our hospitals.

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