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"apalling and attrocious and totally..."

About: The Princess Royal Hospital (Telford)

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I am very unhappy, that having used the choose and book service and actually taken a longer waiting time to get to a more local hospital that they have had the tenacity to rearrange my appointment without either phoning or writing to me to advise that it had been cancelled. Instead i just received a letter with a new date for a further 3 weeks down the line without any explanation as to this being a reorganised date. This is shoddy service and i sincerely hope the actual patient care is a great deal better than the administrative side of the hospital. Absolutely appalling treatment and I will actually be looking to see if I can rearrange my appointment for a more convenient time at a different hospital.

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Response from Shrewsbury and Telford Hospital NHS Trust 11 years ago
We are preparing to make a change
Shrewsbury and Telford Hospital NHS Trust
Submitted on 19/05/2011 at 15:58
Published on Care Opinion on 20/05/2011 at 12:23

Thank you for taking the time to raise these issues through NHS Choices.

We aim to provide the best possible services for all of our patients, and we are very disappointed that your experience has not matched the standards that we expect for everyone in our hospitals.

Unfortunately the NHS Choices website is anonymous, and your contact details are not shared with the Trust. We would therefore encourage you to contact the Trust directly to discuss the issues you have raised so that we can understand them in more detail, and make sure this helps us to improve our services.

Please call our Patient Advice and Liaison Service (PALS) on 0800 783 0057 or visit their office near the Main Ward Entrance. They aim to provide advice and support to patients, their families and carers; listen to your concerns, suggestions or queries; and help sort out problems quickly on your behalf. If you wish to make a formal complaint then the PALS service will be able to provide you with more information about how to do this.

You can also find out more on the Trust website at

We look forward to hearing from you so that we can look into your concerns in more detail.

Response from The Princess Royal Hospital 10 years ago
The Princess Royal Hospital
Submitted on 27/11/2011 at 10:47
Published on on 28/11/2011 at 04:00

We try hard to honour appointments made via Choose and Book. Unfortunately there are times when the date has to be changed for a number of reasons, for example due to staff sickness. We recognition how frustrating this can be and we are sorry that you received no explanation for the change of appointment date and were sent an appointment without agreeing a convenient time. We are working hard to improve our appointment and booking systems, and we will share your experience with staff to help us to take action and improve.

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