"Not A Positive Experience"

My first impressions of Fulwood Hall Hospital were very good. Large free car park, pleasant receptionist and nice comfortable waiting room. High standards it appeared and my punctual consultation with the consultant was satisfactory enough. I was asking to have a scan with view to possible further surgery and I consented. This is the point when things went badly pear shaped. The nurse took my telephone number and stated the scans were usually conducted quite promptly. After nearly a month of hearing nothing I rang the hospital to seek reassurance and was put through to the relevant department and after being kept on the engaged tone for about fifteen minutes the inevitable happened and the line went dead. I soon after sent them an e-mail not expecting a reply and indeed did not receive one. Oh dear what must I have done. Things got worse though when a couple of weeks later I received a letter purporting to have been sent from Fulwood Hall Hospital but was just a printed off Microsoft Works computer sheet not letter headed from Fulwood Hospital claiming that I had recently missed my allotted appointment time for my scan(Eh!!!) and if I still wanted to undertake it then I would have to ring the stating telephone number within ten days or the 'referral would be referred back to the referrer'. The poor grammer displayed even had me pondering whether the letter was fake. As expected numerous attempts to ring the number ended with no-one picking the phone up. I have now missed my scan through no fault of my own as I swear on oath I did not receive an appointment time and indeed they did not divulge the alleged time in the letter. The large amount of excellent reviews of this hospital suggest that I am very much in the minority in complaining and I believe my negative experience is possibly regarding a personal matter. I have not experienced anything like this before at the NHS and best if I start again sometime at another hospital if attention still needed.

Story from NHS Choices

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Response from Fulwood Hall Hospital

As Fulwood Hall Hospital General Manager, I would like to offer this patient a full apology. Being unable to contact the department to book an appointment for a scan and then having this further exacerbated by being sent a letter stating that they had missed their scan appointment which they had never received is clearly unacceptable.

We are currently undertaking a review into how patient bookings are managed and processed within the imaging department. The Senior Management team is already aware of some problems and are heavily involved in making immediate improvements.

We are also looking at how quickly the team answer all calls received as it is vital that patients can speak to someone about their appointment or their procedure. Please be assured that we are doing everything we can to ensure that this does not happen again and that patients experience the same high quality service through all departments when they visit us at Fulwood Hall Hospital.

Amy Simpson

General Manager

Fulwood Hall Hospital

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful