"though doctors might be great - getting..."

About: North Manchester General Hospital

What I liked

The doctor, when I eventually saw him, was kind and cordial.

What could be improved

Arrange an appointment on the first letter of referral rather than waiting for my GP to write an annoyed letter of complaint.

Send out an appointment with more than 12 hours notice so that I can change my appointments at work.

Having a person on the other end of the telephone on the appointment line so that I can explain that I can't make the appointment tomorrow morning when I get the letter at 6pm.

Have someone actually listen to the voice mails that patients leave to say they can't make it.

Have someone ring back to re-arrange the appointment if a patient leaves a message.

Not send a snide letter to the patient and doctor when something is the hospital's fault.

Not require another letter of referral when the lack of attending an appointment is fault of the hospital.

Not lose a patient's records when they do make it to the appointment.

Not leave the patient waiting in the waiting room for 3 hours, especially when they look concerned and enquire as to whether they have been missed.

Not close the surgery midday before the patient who's appointment was at 9am has been seen.

Apologise to the patient in person when you see they are upset that you have put their records in the 'wrong pile' and left them waiting for 3 hours to not be seen by a doctor despite their efforts to prompt you to the mistake earlier.

When an MRI is not possible because of pregnancy etc - offer another option - don't just discharge until pregnancy is over - the patient is still suffering!

Need I go on?!

Anything else?

Do your job

Be organised

Be friendly

If you get something wrong...admit it and apologise!

Think about the effect of what you are doing/deciding might have on the patient(s)AppointmentsComplaintsReferralsOpening hoursTelephoneDoctorsSurgeryPatient records

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Responses

Response from North Manchester General Hospital

We are sorry to hear your comments regarding your experiences at North Manchester General Hospital.

We take all criticisms and complaints about our services very seriously. If you would like us to investigate your comments further please contact PALS on 0161 627 8678 and give us more information about these events.