"terrible telephone manner"
About: Whiston Hospital Whiston Hospital Prescot L35 5DR
Posted by Anonymous
Having had a double mastectomy and reconstruction for breast cancer i am thankfully on the final stretch of surgery/reconstruction. I had nipple reconstruction in december 2014 and have a follow up appt at St Helens hospital in October 2015 however i got a letter last week with an appointment at Whiston for September 2015. I wasn't sure what this appointment was for and also would not be able to attend because of work commitments. I proceeded to call the appointments team on the number provided on the letter. After a few rings a member of staff picked up the telephone and just said their name, i was a bit taken aback so i asked if it was the appointments team as i would like to cancel my appointment and also what it was for. They said "name?" I gave them my name and they said the appointment was for a skin pigmentation test. They then said they had cancelled the appointment and i would get another one in the post i asked could i be given one whilst i was on the phone as i had work/childcare commitments to which they sighed and said hold on. They then came back and said there was nothing available as they did them in blocks and i would just have to wait for an appointment. I was utterly appalled at their attitude throughout the whole conversation as they were very abrupt and nothing short of rude. At the end of the call i asked them again if it was the appointments team as i had got the number off the letter they said it was but seeing as no one had answered the call then they had picked it up and was a consultant in the dept! Looking at my appointment letter and the name they gave me when answering the call it is indeed the consultant whose clinic I was booked in with. I am seriously considering whether to go ahead with any future appointments that i may be given for nipple tattooing if this is the consultants attitude over the phone then lord only knows what their bedside manner would be. I must say ive had a couple of operations previously at Whiston and have been treated excellently by the theatre/ ward staff . I would suggest the consultant in question spends an hour or two with them to see how patients should be treated/ spoken to.