"visit to outpatients dermatology and appointment..."

About: Ormskirk & District General Hospital

Firstly I was made an appointment that did not exist due to a new computer system. Having arranged an emergency holiday at work was phoned to say it would be arranged again the next day. Request made to contact on mobile as I work .however the call was made on my landline. Only received the message as my husband was off work. Secondly on arriving at the reception in outpatients I wad ignored for a number of minutes.The receptionist never acknowledged me the whole time she spoke to me. Thirdly I was given a form in the sitting down area to fill in about skin cancer. I was horrified to have to do this in a public area But the worst thing was seeing a consultant with absolutely no people skills. She appeared uninterested and was not very forthcoming with information about skin cancer. I had to extract the information from her. As my appointment implied I was to have minor surgery I was prepared for a biopsy only to be told I would be sent another appointment. So basically I was in the same position as when I saw my gp who did exactly the same examination 2 weeks ago. Also I when I was told my face would be examined fully but that was refused bluntly as my gp had not put it on the the referral. All I can say is I feel totally stressed about the whole experience and the system.

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Response from Ormskirk & District General Hospital

Thank you for telling us about your experience. We have indeed installed a new electronic patient record system across the Trust this week. Our staff have made huge efforts to ensure that "going live" with the new system caused as little disruption to patients as possible. This has mostly been the case but, unfortunately, you were one of the small numbers of people who have been inconvenience. Our sincere apologies. In respect of the quality of your care, please email Emma Jeanrenaud, who is the matron for the outpatients department at emma.jeanrenaud@nhs.net, so we can investigate what happened thoroughly and to your satisfaction.

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