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Care Opinion

Mixed Messages

Story from nhs.uk

"Mixed Messages"

About: Altrincham General Hospital

After calling to ask if my issue could be dealt with (very sore lung/rib pain from an ongoing bad cough)

I was told yes.

I had never been to a walk in centre before hence calling haed.

After standing by an empty reception desk for several minutes, three staff behind the desk, one decided to speak to me.

After asking for some details, I was talked over and told I could not have an X-ray without referal from my GP, which is not what I had said because A - they were not listening and B - they talked over me twice.

The nurse I saw was much more friendly and approachable and looked me over and did some obvs, giving me better advice and a suggestion about what I could do next.

I would not attend this place again, for myself or my children.

Reception on the phone an in person were rude and unhelpful and gave a series of mixed messages.

Yes I had a minor complaint but it was genuine and I could not have been made to feel more as if I was messing them about if they have tried.

Staff with more people skills who are able to communicate clearly and without attitude would be a start.

I then went the Wythenshaw and could not have had a better, more friendly, professional care and treatment and got diagnosed with pneumonia!

What a waste of money building this hospital with terrible service.

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Responses

Response from Manchester University NHS Foundation Trust 8 years ago
Manchester University NHS Foundation Trust

Submitted on 08/02/2016 at 15:51
Published on Care Opinion at 16:19

Thank you for your feedback. We are sorry to learn that your experience of the Minor Injuries Unit at Altrincham Hospital was not as positive as we would hope. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

In response to your comment, I can tell you that your concerns will be raised in a Team Brief by the Administration Manager with responsibility for reception staff at Altrincham, with all members of the team. One to one meetings will also be held with each member of the reception team to allow them to reflect on your concerns, so that your experience does not happen again and patients do not experience the same issues as you did. Please be assured that the behaviour of the reception staff as you describe is not behaviour we would expect from our frontline staff, as we strive to ensure that each of our patients have a positive experience when visiting our hospital.

If you would like to discuss your experience with us in more detail, please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

Response from Altrincham General Hospital 8 years ago
Altrincham General Hospital

Submitted on 08/02/2016 at 15:54
Published on nhs.uk on 09/02/2016 at 01:30

Thank you for your feedback. We are sorry to learn that your experience of the Minor Injuries Unit at Altrincham Hospital was not as positive as we would hope.

It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

In response to your comment, I can tell you that your concerns will be raised in a Team Brief by the Administration Manager with responsibility for reception staff at Altrincham, with all members of the team.

One to one meetings will also be held with each member of the reception team to allow them to reflect on your concerns, so that your experience does not happen again and patients do not experience the same issues as you did.

Please be assured that the behaviour of the reception staff as you describe is not behaviour we would expect from our frontline staff, as we strive to ensure that each of our patients have a positive experience when visiting our hospital.

If you would like to discuss your experience with us in more detail, please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

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