"poor clinical management"

About: Royal Orthopaedic Hospital

Anything else?

poor clinical management I have been passed from pillar to post originally assessed in Feb.13 and still waiting in July why can't I get surgeons profiles from the hospital web site have they something to hide !?? the clinical admin is hopeless to deal with it seems to change every other day so you don't know who to speak to even if you can get through which is about 1 in 4 chances they don't even have a serving CEO to speak to and the head of clinical spinal services is never available only PALS seem to care and they are fighting a losing battle

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Response from Lisa Kealey, Public and Patient Relations Manager, Patient Experience Team, Royal Orthopaedic Hospital NHS Foundation Trust We have made a change

Thank you for your comments and I am very sorry that you have experienced poor administration here. We do recognise that as an organisation there are some shortcomings in our administrative and support services. We have recently launched a programme of work to improve this experience for our patients and we are striving to ensure that all of our services provided match the expertise of our clinical teams We have recently appointed two new spinal surgeons - Mr Mehta and Mr Sian and the department is working to reduce the waiting time for patients. You will hopefully see the improvement as a result of these changes over the next few months.

We currently have an acting Chief Executive, Mr Graham Bragg, in light of the unplanned illness and subsequent very recent ill-health retirement of our current Chief Executive Mr Donal O'Donoghue. Mr Bragg has extensive NHS experience and knows the hospital extremely well so I would like to reassure you that he is aware of the position.

In light of all of the recent changes we are in the process of updating our Consultant Directory and this will be on our web-site as soon as it is finished.

Thank you for your kind words about the PALS service. Please don't hesitate to contact them should you require any further assistance or they can help in any way.

Once again, please accept my apologies for your experiences and thank you for taking the time to share your views with us.

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Response from Royal Orthopaedic Hospital

First of all I would like to sincerely apologise for the delay to respond to your post. I'm so sorry to learn of your continued problems and understandable frustration. If you have not already done so I would urge you to contact the PALS team again to see how we can best assist you in real time and obtain the resolution you need. Our contact details in case of need are roh-tr.pals@nhs.net or 0121 685 4128. We are in the office from 8ish to 6ish Monday to Friday and always aim to come back to service users within 24 hours if we can't take your call at the time that you ring. with best wishes and hope to hear from you soon, Claire Williams, Patient Relations Manager

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