"No problem with my care, but big issue with..."

About: Westmorland General Hospital

What I liked

I regularly attend this clinic as I suffer from glaucoma. I have always been impressed with the way I am treated here.

Anything else?

I have issues with the re-appointment system. The old system where a new appointment was made in outpatients as I left the hospital was a very efficient system as far as I was concerned. Why change something that isn't bust? The new system requires me to telephone a month before my next appointment. Well I have had a bad experience today in that I found it impossible to speak to anybody in outpatients. I contacted main switchboard who put me through, then I waited and waited listening to the ring out, until the line went dead, this happened twice. I then phoned later in the day (4:15 ish) again I was put through to outpatients this time I had a recorded message saying that I was being redirected to switchboard, this happened twice.

It looks as though I shall have to attend in person to get satisfaction, not good, more cost to me !!

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Responses

Response from Westmorland General Hospital

Thank you for taking the time to leave your comments. We are pleased to hear that your overall experience was a positive one, but we are very sorry that you have experienced difficulties in arranging your follow up appointment.

The Trust has been investigating reported problems with our outpatient appointments system which has resulted in some follow-up appointment letters to patients being delayed.

If you have yet to receive a follow up appointment, a dedicated phone line has been set up on 0845 608 0278 and this operates 24-hours a day, seven days a week. The Trust is committed to providing the highest possible standard of care to all our patients. We very much regret when delays occur and we are continually reviewing our services to make further improvements for our outpatients.

If you would like to discuss the matter further, please contact our Patient Advice and Liaison Service (PALS) on 01539 795 497.

Should you wish to make a complaint then you can do so by writing to our Chief Executive, Tony Halsall, at: Trust Headquarters, Westmorland General Hospital, Burton Road, Kendal, LA9 7RG.

The Complaints Team and the Chief Executive can be contacted at the address indicated above or by ringing 01539 795 332. 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 improve the services we offer and the experience our patients have whilst in our hospitals.

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