"Diabolical"

About: Frenchay Hospital

What could be improved

On Friday January 6 my wife and I spent over three hours trying to phone Orthopaedics Appointments at Frenchay in order to make a follow-up appointment (which should surely have been offered already - I was operated on 6th Dec and discharged Dec 15). On no occasion did we succeed in getting through to any human being except, occasionally, an operator who was unable to do any better. By 4 pm this service was announced as closed - had it ever been open?

This was the most appalling service I have ever encountered ifrom any public or commercial operator.

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Responses

Response from Frenchay Hospital

Dear Mr Harlow

I wish to apologise for any inconvenience and anxiety caused due to problems with the running of, and arrangements for North Bristol NHS Trust’s (NBT) clinics. At NBT we have been implementing a new electronic patient record system which will ultimately improve services for our patients.

However, I am aware that certain clinics have experienced some unexpected problems in the last few weeks with outpatient appointments as a consequence of the new system. I regret that some patients have been inconvenienced because of this.

I regret that due to the number of calls to clinics this has generated you were unable to make contact with someone who could answer your enquiry. I can only apologise for this.

Our Information Management & Technology Team, have been working very hard to sort out any initial issues as quickly as possible and we are already seeing improvements.

I would like to thank you for your patience during this transition period and reassure you that everything possible is being done to resolve the problems and correct the situation. Staff will be in contact to inform you of any new arrangements.

Kind regards – Steve Sykes

Advice and Complaints Team Manager

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