"The whole system is fragmented ..."

Here at the Manor Hospital we aim to provide all our patients with a caring, quality service. I’m disappointed that your experience didn’t meet this standard and I’m grateful that you have taken the time to alert us to the problems you had.

Like many other NHS hospitals with thousands of case notes to manage, we recognised that locating these within the hospital was at times causing problems for staff and patients. To resolve this we have introduced a new electronic system for tracking patient’s records. The new system allows us to locate and track records anywhere in the hospital using an electronic tag in the records, which works in a similar way to a barcode. This has helped to resolve many of the communications problems staff were facing and has reduced the number of appointments cancelled for patients.

We do work hard to achieve the targets set by the Department of Health which aim to improve care for all patients, however we also work hard to maintain quality and provide individualised care for all our patients. As clearly we fell short of doing so for you, I’d like to encourage you to contact our Patient Advice and Liaison Service (PALS) on 01922 656463, so that we can at least learn from your experience

Thank you again for your comments and best wishes for your future care.

Sarah Smith

Director of Development

Walsall Hospitals NHS Trust