"Unable to get a response to my concerns about appointment"

About: Colchester General Hospital / Trauma and orthopaedics

(as the patient),

I emailed the complaints dept twice to complain about the mis-handling of an appointment to see a Spinal Surgeon which I did not receive, despite phoning countless times to enquire about it.

They did not reply to the first email but I received a phone call from a very rude and aggressive person who in the conversation did not allow me to speak as they talked over me all the time and wanted to lay the law down as to how things were done by the NHS and slammed the phone down on me. The second email I sent described the behaviour of the person who phoned me but that email was totally ignored.

I am in agony on a daily basis and the fact that I have been waiting to be seen by a back specialist for so long and this kind of uncaring attitude has added a lot of stress to my life.

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Response from Paul Searle, Head of Communications, Colchester Hospital University NHS Foundation Trust

picture of Paul Searle

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 “Pat Op: Unable to get a response to my concerns about appointment Feb 2015”, please?

Many thanks

Paul Searle, Head of Communications

Colchester Hospital University NHS Foundation Trust


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