"Appalling Customer Service Skills"

About: Colchester General Hospital

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On Saturday evening my mother received fairly good care but appalling customer service. We were told nothing about what was happening, or why. Questions were not answered and no information offered. The staff seemed to be unable to explain what they were doing and a confused old lady was not treated very gently. There was no apparent awareness of dementia care nor had her notes been read. We were left feeling as if we were being a nuisance for wanting to know what was wrong/going to happen to, my mother. On Sunday morning I tried to call the hospital but there was no answer from the general switchboard. It took an hour to find a phone number for her ward. Having been told to call back after the doctors had been I was unable to get through. The number was constantly engaged. Sunday afternoon the staff were brilliant with us, although, having alerted them to another frail and confused old lady who was getting out of bed and trying to walk, they seemed not to care.

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Response from Colchester General Hospital

I apologise you’ve not had a good patient experience. We try really hard to improve our services based on the comments we receive from our patients, their relatives or carers. We would like the opportunity to discuss your experiences more fully and to apologise in person. If you are willing I would appreciate it if I could ask the matron to contact you. Could you email me, using the reference “Accident and emergency services at RDEE4-Colchester General Hospital at 25/11/2013 07:51:20”, please? Many thanks Paul Searle, Head of Communications Colchester Hospital University NHS Foundation Trust info@colchesterhospital.nhs.uk

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