"Admin Rubbish, Ward Staff good, Consultants slow..."

About: Frenchay Hospital

What I liked

Free disabled parking

What could be improved

Admin long delays in producing reports for other health professionals 3 weeks and still waiting, when we chased we were told the NHS does no use first class post, well sorry to say yes they do have the envelope should anyone wish to see it, happy to scan and mail.

We were also told that the immediate response we were promised is at least 4 weeks as this is the NHS average, of course the slower the time taken the longer the average time will be.

For information consistent response times for the following.

Cardiology Yeovil 3 days

Ophthalmology Taunton 72 hours

Mental Health Team Chard 5 days

Neurosurgery Frenchay Who knows I'll let you know as soon as we do!

All this after a wait of 19 months of suffering and no result.

Anything else?

None printable

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Responses

Response from Frenchay Hospital

Dear Rooi – thank you for taking the time and trouble to post your comments about the service you received from the Neurosurgery Service at Frenchay in October. I am sorry you felt the continuity of care and administration support was poor.

I can confirm that use of 2nd class post is the norm within the NHS, due to level of costs involved, and I can only think that the information you received by first class post was sent under special authorisation. I also cannot comment on wait times at other NHS Trusts for the supply of information.

If you would like to contact me at Complaints@nbt.nhs.uk I would be very happy you investigate why the service you received was not of the standard you have a right to expect, and if the service was at fault to advise you what steps will be taken to prevent a similar experience for other patients.

Kind Regards – Steve Sykes

Advice and Complaints Team Manager

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