"aftercare (rubbish), rude, unhelpful secretary!!"

About: Manchester Royal Infirmary

What I liked

The friendliness, empathy and swiftness of my appointment

What could be improved

Communication between departments, not being passed from operator to operator to secretary to secretary just to find out where my appointment was at (which wasn't actually made)!

When they say something is going to be done then to do it....something simple like booking you into a department. I then had to ring back as it wasn't done to be told it was then done and marked as urgent but still hasn't come about from being re-booked on the 21st Dec 2012!

Just spoke to the doctor's secretary who i found rude and abrupt and uncaring...they had 'done their bit' apparently, they talked over me and was saying 'see you, bye' as i was still talking! I said 'how rude' they then had the audacity to ring back my home and tell me they didn't appreciate me saying they were rude!!!!

I am now just about to lodge a complaint against the receptionist and try once again to find out where my appointment is!!! If anything should happen regards to my health in the interim i shall seek legal advice!!!

Anything else?

Communication between departments, not being passed from operator to operator to secretary to secretary just to find out where my appointment was at (which wasn't actually made)!

When they say something is going to be done then to do it....something simple like booking you into a department. I then had to ring back as it wasn't done to be told it was then done and marked as urgent but still hasn't come about from being re-booked on the 21st Dec 2012!

Just spoke to the doctor's secretary who i found rude and abrupt and uncaring...they had 'done their bit' apparently, they talked over me and was saying 'see you, bye' as i was still talking! I said 'how rude' they then had the audacity to ring back my home and tell me they didn't appreciate me saying they were rude!!!!

I am now just about to lodge a complaint against the receptionist and try once again to find out where my appointment is!!! If anything should happen regards to my health in the interim i shall seek legal advice!!!

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Responses

Response from Manchester Royal Infirmary

Thank you for your feedback. I was very sorry to learn that your experience was not as positive as we would hope on 7.1.13. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements, wherever possible.

In response to your comments, I can tell you that we have looked into the concerns and these have been raised directly with the member of staff involved. The Manchester Heart Centre works to and promotes high standards of patient care, with the aim to provide a professional, effective and efficient patient oriented service at all times. Staff behaving in a professional manner, showing courtesy and respect to all our service users is a prime feature of this. The Administration Teams within Manchester Heart Centre have been reminded of these agreed standards with the intention that other users of our service don’t experience the same issues as you did.

It is difficult to respond to all the points you raise in a full way because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

Eve Koutidou

Patient Experience & Quality Project Officer

Central Manchester University Hospitals, NHS Founadtion Trust

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