"Significant deterioration in standards and..."

About: Addenbrooke's Hospital

As a long term patient I have noted a deterioration of the standards of professionalism in dealing and communicating during consultations of late.

My last outpatients consultation was with a doctor (registrar) who failed to make any expected welcome or introduction, the doctor then contradicted virtually all I have been told in respect of my condition by two previous long term consultants (same department).

The doctor showed no interest in investigating long term ongoing medical problems which would involve close liaison and working with other clinics and departments at the same hospital.

It appeared that the doctor concerned was not willing to seek the views of any more senior colleague when unable to provide a satisfactory response to my questions. (This was never the case in the past, where all patient questions were answered and discussed)

I received no information as to whether I have further appointments or have been discharged !

Immediately after the appointment I visited the PALS office to discuss this most unsatisfactory situation.

PALS have failed to provide me with the name of the doctor to enable me to communicate with either management or senior clinicians , after a seven day period.

I am not surprised that the CQC highlights a significant need for improvement.

It is very disappointing to see this well respected institution failing - Wake Up Addenbrooke's

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Response from Addenbrooke's Hospital

Thank you for taking the time to provide feedback about your outpatient consultations.

I am sorry to learn that the care provided recently has not met your expectations.

I understand that the Patient Advice and Liaison Service (PALS) team have provided you with the name of the doctor - but I apologise for the delay - and that they will be contacting you soon with further information regarding your concerns.

I hope that we are able to resolve your concerns satisfactorily, but if you feel that this is not the case we will be able to advise you about the further steps that can be taken to address the matters you raise.

Complaints and PALS Manager


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