"Good care once you can actually meet a Doctor!"

About: Westmorland General Hospital

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The care given by the doctors and nursing staff is good, once you can get to see them. The problem I have encountered is with the appointment and record keeping of the clerical staff. It is almost impossible to speak to anyone at Westmorland General Hospital, calls go via the main switchboard at Morecambe Bay and you can rarely get put through. During the past five years my records have been lost twice. I now ask for a duplicate of my vision tests to give the doctor incase my records are lost again. My last appointment was running one and a half hours late by 11:30am; although patients are expected to be on time hospital staff seem exempt from requirement. It is only possible to make appointments 6 weeks in advance although by the time the hospital contacts me and offers me an appointment date I am usually already booked for something else. If my dentist can offer an appointment a year in advance why is it so difficult for a hospital?

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Response from Westmorland General Hospital

Many thanks for your kind comment regarding the care we give you, however we can only apologise for the difficulties you have had with your appointments. We have made a number of improvements to the service in recent months and hope these changes will continue to give you an improved service. If you ever need to speak to someone about your appointment, you are best to use the contact details on the letter we send you as this will take you through to the appointments staff who set up the appointments and clinics. We can only apologise for the late running of clinics you have attended. There may be a variety of reasons for this, but we always try to inform patients when they attend if any unforeseen circumstances have arisen, we’re sorry if this didn’t happen with you. If you have any specific concerns about any aspect of our service please contact our Patient Advice and Liaison Service who would be happy to look into this for you. They can be contacted on 01539 795497.

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