"Excellent care with medical staff but appointment..."

About: Warwick Hospital

What I liked

The treatment the hospital staff provided for my 8 yr old son when he had an accident and broke his arm was excellent, he was really looked after during his night stop over on the childrens ward and throughout. The aftercare though was something else...please see comments below...and has left what was an excellent service tarnished with a very unfriendly, disorganised follow up.

What could be improved

After care i.e. the follow up with appointments at the fracture clinic. My son had problems with follow up appointments never coming through.I had to phone the hospital twice to chase up follow up appointments and on each occasion I was passed from Department to Department each stating that they weren't the ones responsible for making appointments. I clocked up 9 departments on the first call, after which there was no resolution. I found many of the staff on the end of the phone very unhelpful and with a lack of knowledge of what each Department was responsible for and with the attitude that it wasn't their responsibility. Although there were a couple that were helpful eventually! The story ended by my son finally getting his appointment two weeks later than the consultant had originally requested to see him. There is a breakdown somewhere in the system. I have contacted your PALS Department about this twice today as the same issue has just cropped up with my father today. I would really appreciate this being looked into because it leaves patients feeling vulnerable and concerned about whether they are healing well.

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Responses

Response from Warwick Hospital

Thank you for posting your comment. I am glad that you were happy with the care that your son received whilst he was in Warwick Hospital and I will forward your comments onto the Ward Manager of our Childrens Ward.

However, I am sorry to hear that you experienced difficulties with your son’s follow up appointments at our Fracture Clinic. Please contact me at the below address or via email so I can investigate this matter further.

Kind regards

Glen Burley

Chief Executive

Chief Executive, Warwick Hospital, Lakin Road, Warwick, CV34 5BW

glen.burley@swft.nhs.uk

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