"Severe emotional distress resulting from repeated..."

About: The Royal National Orthopaedic Hospital (Stanmore)

What I liked

When we finally saw the consultant (after much pressure and having to push), a medical prognosis was quickly and clearly offered. However, see other comments.

What could be improved

Not saying that a child's leg needed to be amputated when the treatment was for an arm.

Making sure that patient's notes are in the correct patient file so they are used to diagnose the correct patient.

Complaints treated seriously and dealt with promptly.

Appointments scheduled so as to be practicable (e.g. MRI scan and then consultant).

Anything else?

There appears to be significant resource shortfalls. Appointments generally run hours behind schedule, the complaints department state that they have a big pile of overdue complaints to deal with and repeatedly give timelines for their response but then fail to respond.

Follow up appointments cannot be given to the schedule recommended by the senior consultant.

Story from NHS Choices

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Response from The Royal National Orthopaedic Hospital (Stanmore)

Thank you for taking the time to provide feedback which we will ensure is passed on to the relevant department.

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