"Dreadful customer service from Warrington Hospital"

About: Warrington Hospital

(as the patient),

I was due for a hip replacement last week. I received a letter of cancellation the day before admission, dated just a few days earlier. No attempt was made to afford me the common decency of a 'phone call. I called the 'Waiting List Co-ordinator' complaining about the lack of manner exhibited by Warrington Hospital but was still offered no apology or reason for the cancellation. I was rudely interrupted by the latter person who said: "The rescheduled admission date is the 13th...do you want it or not?" This person and Warrington Hospital seem to have no manners or consideration for the arrangements patients have to make. I am 46 years of age and recently moved from Scotland 2 years ago. I had booked my Motability car into storage for one week whilst in hospital, at the cost of £100 to avoid vandalism to the vehicle. My elderly mother had paid train fares and overnight accommodation to visit me in hospital for a few days. She has now lost her advance booking fare and cannot afford to pay the full rates now. I feel that if Prince Phillip was due for a hip replacement, or a politician or a footballer, they would be bending over backwards to push someone else out of a bed, treat them, have photographs taken at their bedside to frame in their office/surgery wall.
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Responses

Response from

Firstly, we are sorry that your operation was cancelled at short notice. The hospital has had a very busy period with emergency admissions over the last week or so that has led us to cancel some surgical appointments.

We try and avoid this wherever possible but in some circumstances it is unavoidable.

I will also take up your concerns with the staff around their telephone manner with you.

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