Care Opinion

Text size

Theme

Language

Videos in BSL or ISL
Help with language translation
Help with reading or listening

Thank goodness for PALS.

Story from nhs.uk

"Thank goodness for PALS."

About: Wythenshawe Hospital

Clinical care is excellent,

Face to face care from all staff cannot be faulted.

Sadly the system is not joined up, administration fails abysmally and the patient is left with the fallout.

Today was no different, I went for my appointment (with letter to hand) and was told it had been cancelled. The booking in staff tried really hard to solve the problem even going up to the clinic where they were told - no, she cannot get fitted in we are too busy.

I am carer to my sick husband and had to arrange cover, stressful in itself, so to be told go home and come again was not acceptable to me.

Thankfully there are PALS - I spoke with one of their staff this morning while still at the hospital and they were so helpful telling me that I would be seen, and I was.

My clinical care was good sadly the links in the system are broken.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Patient Experience Team, Manchester University NHS Foundation Trust 7 years ago
Manchester University NHS Foundation Trust

Submitted on 11/01/2018 at 08:24
Published on Care Opinion at 09:13

Many thanks for your feedback. We were sorry to receive your comments and concerns via the NHS choices website about your poor experience at Wythenshawe Hospital.
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 comment, we are reviewing our systems and standard operating procedures for booking patients into clinics. We will ensure that patients are not inconvenienced by attending the hospital but not having a clinic appointment on the system. Your concerns have also been raised directly with the department involved so that they can review their processes so that others don't experience the same issues as you did.

Thank you as well for the positive comments regarding PALS and the direct care you have experienced from our staff.
It is difficult to respond to all posts in a full way often because of a lack of detailed information, therefore if you would like to discuss your experience with us in more detail, please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO17/0326.

Response from Wythenshawe Hospital 7 years ago
Wythenshawe Hospital

Submitted on 11/01/2018 at 08:24
Published on nhs.uk on 23/02/2019 at 17:05

Many thanks for your feedback. We were sorry to receive your comments and concerns via the NHS choices website about your poor experience at Wythenshawe Hospital.

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 comment, we are reviewing our systems and standard operating procedures for booking patients into clinics. We will ensure that patients are not inconvenienced by attending the hospital but not having a clinic appointment on the system.

Your concerns have also been raised directly with the department involved so that they can review their processes so that others don't experience the same issues as you did.

Thank you as well for the positive comments regarding PALS and the direct care you have experienced from our staff.

It is difficult to respond to all posts in a full way often because of a lack of detailed information, therefore if you would like to discuss your experience with us in more detail, please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO17/0326.

The Patient Experience Team.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k