"You need to return phone calls when requested to..."

About: Kettering General Hospital

Despite my sister phoning about my fathers bowel cancer to the secretary of one of your top surgeons, we came to the conclusion that the secretary of this department apparently does not return phone calls. We actually had to go into the hospital and demand to speak with the secretary to get action after being kept waiting for four months. We were told that she had been on holiday for 2 weeks. So the whole world stops at KGH because a surgeons secretary is on holiday? When we did see the secretary, she did not introduce herself but passed us on to a ward sister. Apparently she did not want to face the music but is quite happy to offload to nursing staff very quickly. The Nursing staff were excellent. Father is now receiving Radio and Chemo at Northampton before his operation after Christmas, I hope the delays caused by this persons apathetic attitude do not affect my fathers chance at making a full recovery. Although the staff acknowledged our dissatisfaction, a formal appology was never forwarded to us. I cannot believe that the recent CQC inspection said that this is a caring hospital based on our experience. I sincerely hope that the responsible party is no longer in her position as cancer does not wait! I am know this is atypical of KGH staff, so why do you keep people on who are not performing their jobs properly? Sorry to complain, but I still feel bitter over the apparent lack of ownership.

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Response from Kettering General Hospital

Please accept my sincere apologies for the distress your experience has clearly caused you and your family. We would like to discuss your concerns directly with you. Please contact our Patient Advice & Liaison Service (PALS) on 01536 493306. Amie Burrows Mairead Lacken-Hillery Complaints Co-ordinator Associate General Manager

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