"I hope the actual care is better than the booking process"

About: Wycombe Hospital / Trauma and orthopaedics

(as a parent/guardian),

I have just spent the most infuriating half an hour trying to book a post-scan follow up appointment for my son. I have encountered a number that rings for so long that the operator becomes involved. I have spoken to Orthopaedics, told I should speak to Paediatrics, transferred, then lost, then Paediatrics (which is apparently Obs and Gynae) then Paediatrics, told I need to speak to Orthopaedics (where I started). I had to ring again and go through the incredibly long ringing process, then finally Orthopaedics once again, and spoke to the most unfriendly rather angry person who booked my son's appointment for the end of January.

I asked what would happen if the scan shows something serious which is a very real concern at the moment, and was just told they would contact me in the most abrupt manner possible. The person was rather rude. A friendly approach and a few manners costs nothing and makes a massive difference. I hope the actual care is better than the booking process.

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Response from Buckinghamshire Healthcare NHS Trust

Thank you for your comments.

I am so sorry to read of your experience when you had to book a post scan follow up appointment for your son.

I can understand how unsettling and frustrating this must have been for you and we are concerned to learn that this was your experience of Buckinghamshire Healthcare NHS Trust’s services. We hope that you may be happy to speak with us in some more detail about your experience, so that we can understand what happened more clearly; explore ways in which we can assist and improve our patient experience in the Trust.

In the meantime, please be assured I will pass your anonymous comments to the relevant manager for the service.

If you are happy to share more detail about your specific experience with us, please contact our dedicated Patient Advice and Liaison Service (PALS) on 01296 316042 or email pals@buckshealthcare.nhs.uk

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