"A lovely new building, well signposted..."

About: Manor Hospital

What I liked

A lovely new building, well signposted but .......

What could be improved

I felt that staff did not want to be there, and patients were an inconvenience. I attended for an ENT outpatient appointment and was in and out of my consultation in minutes, ( the consultant wasn't trying to catch up...he was 20mins early!) The consultant showed no awareness of my unusual medical history, and when I said that I was finding hearing worse, he said that perhaps I needed a hearing aid for both ears. I had aids in both ears. I asked for a letter re my consultation to be sent to my consultant at another hospital...that should be interesting!

I also had to ask for my tubing to be changed. The young man who dealt with this could not have been more pleasant, making sure my aids were comfortable and that I had sufficient batteries. Then I returned to reception to hand in my form for a further appointment. One desk was attended and the other wasn't. The attendee raised her eyes and said, "This woman will deal with it." pointing to a vacant chair. My husband and I were speechless! When the other woman returned she just had to take my paper and tell me that an appt would be sent out, obviously a case of 'jobsworth'

I did see a lovely consultant at my previous ENT appt 6 months ago, who was concerned that I was being treated appropriately, and was aware of my medical history. As the Manor had missed my original problem 3 years ago, and seeing as things have not improved I am pleased that I am being treated for this at another hospital, where staff are friendly, smile, wave, have a joke, and generally make me feel welcome!

I have been to a number of hospitals in the West Midlands, and the staff at the Manor are the only ones I have come across who really could do with a People Management CourseI

Top marks also to a lady in main reception who also said hello and smiled. I worked as a GP receptionist for a while and if you don't like people then you don't choose a job where you are working with them.

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Responses

Response from Manor Hospital

My apologies for the delay in posting a response for you. Thank you for taking the time to post your comment, I am disappointed by your experience of using our outpatient services. I am keen to understand exactly which services you were using and therefore if you feel able to speak to me I would be grateful. If you would be willing to discuss your experiences in further detail in order to support our work, please do not hesitate to contact me on 01922 721172.

Kathryn Halford

Patient Experience Lead

01922 721172

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