"Gastro is a joke."

About: Manchester Royal Infirmary

I left a review before about my problems with Gastro and received the typical 'call PALS' response. Now I have just been called giving me 18 hours notice that they're cancelling a review of my biopsies tomorrow due to staff being off. It's not acceptable really. I've made other appointments and plans around this now. I'm still waiting for PALS to sort out my last complaint about orthopaedics but PALS have been silent for over two months now, ignoring my e-mails. MRI and their PALS team are a joke.

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Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback and sincere apologies for the length of time it has taken to respond. We are very sorry to receive your comments and concerns via the Patient Opinion website about your experiences with the Gastroenterology Department and PALS.

Without having your personal details, it is very difficult to respond accurately to the specific concerns you have raised as we need to be able to investigate in detail and advise you what the next steps will be. Occasionally, due to reasons such as annual leave and/or staff sickness, we do occasionally have to cancel reviews at short notice and we realise this is very frustrating. We will share your comments with the department involved so that they realise the impact this has on patients.

We have been trying to strike a balance with most responses between providing feedback and also giving patients an open door into our PALS team if they would like to raise more detailed concerns. It is concerning that you have not received a reply and we would urge you to contact the Patient Advice and Liaison Service again on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust