"Poor service"

About: Kettering General Hospital

I saw the urologist with my 3 yr old son for a consultation in April and was told he needed an operation and the waiting list for this was about 3-4 months. It has now been 4 months and I have heard nothing? I have tried calling the hospital to chase this up and was given the number for the Consultant's secretary who is not answering or returning my calls. I have been trying to contact them for weeks now to no avail. I am beginning to wonder if my son is even on the waiting list for his operation. My family and I could do without the extra stress at which is an already anxious time. Very poor service!

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Response from Kettering General Hospital

We value all feedback from our patients and their families; as it provides an important opportunity to understand what we are doing well or how we can improve.

As an organisation we continually strive to provide the highest quality of care and service to our patients and also their families.

There are procedures in place to ensure phone calls/messages are responded to, however you are clearly experiencing problems. Please get in touch with our PALS (Patient Advice Liaison Service) team by telephoning 01536 493305 who will be able to support you and ensure your concerns are resolved without delay.

Please accept my sincere apologies for the distress the uncertainty around your child's surgery has caused you and your family.

Mairead Lacken-Hillery

Associate General Manager – Surgery Clinical Business Unit

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