"After care needs addressing especially when..."

About: Royal Bolton Hospital

What I liked

My elderly father in law had gall bladder surgery in May 2011, he was told he would be seen 3 months after the operation to assess his care and condition. The appointment never arrived. I rang up appointments and they had no record of him needing an appointment so I requested one and was told by the appoinments receptionist she would call me back when she had sorted it. I received no call. Two months later I rang again and was told the appointment was sent out, and my father in law failed to attend. I re-assured them that if the appointment had been received he would have turned up as he was expeirencing difficulty. I was passed to my father in law's surgeon receptionist who took details and said she would call me back when she had sorted out a new appointment. I never received the call. The attitude of the appoinment staff is one of ' everyone is a liar and I need to be as arrogant and impossible as I can !' . I am bitterly disappointed in the hospital

What could be improved

Comminications and the attitude of the staff. Maybe appointment staff could ring to confirm appointments verbally with the elderly.

Anything else?

Still waiting for an appointment !

Story from NHS Choices

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Responses

Response from Royal Bolton Hospital

Thank you for the comments you posted on the NHS Choices Website on 04.09.12.

We are sorry that the service you received was not as we would have expected.

It would appear that a range of teams and individuals have been involved in the issues surrounding the follow up appointment for your father-in-law. These include the ward, the centralised telephone booking centre and the consultant’s secretary. From the information provided it is clear that the communication has been poor, and we would like to offer our sincerest apologies for this.

As an organisation we are currently looking at opportunities to make improvements that will benefit our patients. One of these workstreams is looking at the Access, Booking and Choice processes throughout all aspects of a patient’s journey and ways in which the processes can be simplified and streamlined. We believe that this work will help prevent issues such as this happening in the future, and help ensure that all appointment are made in a timely manner and agreed with the patients where possible.

As we do not know the name of your father-in-law we cannot investigate this further or contact you about the issues directly. However, we would like the opportunity to do so, you could contact Jane Wolstenholme with your details at jane.wolstenholme2@boltonft.nhs.uk

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