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Radiology at Trafford General

Story from nhs.uk

"Radiology at Trafford General"

About: Trafford General Hospital

My GP had organised an ultrasound for myself. The night before my ultrasound was due, my baby was rushed to hospital with difficulty in breathing. The following day, I rang radiology to explain I couldn’t make the appointment and could I reschedule. From the outset the receptionist answered the phone with “hello what can I do for you?”

Not once did she say what department I had been put through too, but she did give her name.

When I asked if I had been put though to radiology, she replied “course it is, where else would it be”

I then further explained about needing to change my appointment to be given a rather stern telling off and told “well that’s a waste of an NHS appointment, il put you through to bookings”

I spoke to a very kind lady in bookings who rescheduled my appointment with no problem, and couldn’t have been more helpful. I’m disgusted by the way the first receptionist spoke to me, especially when I explained he predicament I had.

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Responses

Response from Manchester University NHS Foundation Trust 5 years ago
Manchester University NHS Foundation Trust

Submitted on 11/04/2019 at 09:32
Published on Care Opinion at 12:54

We were very sorry to learn that your experience fell below the standards that we would have expected when you made contact with the Radiology Department at Trafford Hospital.

The Radiology Department Manager, Ms Telfer, would like to reassure you that the reception team have been reminded of the importance of answering the telephone in a polite and friendly manner, this includes the expectation that staff clearly provide their name and the department to all callers. It is important to us that comments are heard and seen as an opportunity for the service to make changes and improvements wherever possible. Ms Telfer advises that if you are still awaiting your scan appointment please contact her on:0161 746 2867.

Should you wish to still discuss your feedback in more detail please contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or via email at pals@mft.nhs.uk quoting reference PO18/0276.

Response from Trafford General Hospital 5 years ago
Trafford General Hospital

Submitted on 11/04/2019 at 09:34
Published on nhs.uk at 11:06

We were very sorry to learn that your experience fell below the standards that we would have expected when you made contact with the Radiology Department at Trafford Hospital.

The Radiology Department Manager, Ms Telfer, would like to reassure you that the reception team have been reminded of the importance of answering the telephone in a polite and friendly manner, this includes the expectation that staff clearly provide their name and the department to all callers. It is important to us that comments are heard and seen as an opportunity for the service to make changes and improvements wherever possible. Ms Telfer advises that if you are still awaiting your scan appointment please contact her on :0161 746 2867.

Should you wish to still discuss your feedback in more detail please contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or via email at pals@mft.nhs.uk quoting reference PO18/0276.

The Patient Experience Team

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