"Poor communication from district nurse service"

About: Tameside General Hospital / General surgery

(as a staff member posting for a patient/service user),

This story has been posted by Healthwatch Tameside on behalf of a member of the public. We have their details and will forward any comments to them. They said…

I had a mastectomy at Tameside General Hospital and in the main everything has gone well. I am more than happy with the experience and outcome.

The area for comment is the District Nursing Service: I received an ‘automatic telephone call’. This seems to be an evaluation Friends and Family type call. I wonder why would they make a phone call like this for someone who has just come out of hospital, 82 years old and recovering from a major operation? I tried my best to answer the questions by pressing the keypad on my phone, but I feel that there were too many options (answers to the questions) to go through. I attempted to go through the system several times and the system kept ‘going wrong’. In the end I just hung up the phone.

The other comment is with trying to arrange/confirm appointments for the District Nurse to visit me. I had an appointment at the hospital on Wednesday and so made arrangements for the District Nurse to visit on the Tuesday. Just after the District Nurse left my home, I got a phone call from the hospital changing the clinic appointment to the Tuesday. I rang the District Nurse service to inform them. The District Nurse rang me back and left a voicemail. The District Nurse seemed confused as to which day she was going to visit and said for me to ring back, but did not leave a number. I found a number and when I rang it, I was told that it was the wrong number and I would need to make another call. When I eventually got to speak to the right person, I was given another appointment, but they could not say if this would be in the morning or the afternoon. The means that I will be ‘stuck in’ all day. I feel that there has been a lack of communication all round.

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Response from Tameside and Glossop Integrated Care NHS Foundation Trust

We are very sorry you have had cause to raise this concern.

Without the specific details it is difficult to comment and investigate the issues raised.

If you would like us to investigate your concern please contact the Pals and Complaints department on 0161 922 4166 or email palsandcomplaints@tgh.nhs.uk