"Warferain Clinic. 15/ July"

About: Altrincham General Hospital

Unfortunately I have to attend the Warferain Clinic regularly. I go to Altrincham Hospital as it is the nearest to me.

I am disabled due to Arthritis and am not good in the mornings.

I have repeatedly asked for my appointment to be after 10.0 a.m.

It was changed to this last week and I thought it would have been changed again this week.

I hate going anyway as I hate having to negotiate the lethal underground car park.

I arrived at 10.0 a.m.

I didn't feel very well and didn't feel like going but made the effort.

It was a new system. You had to book in at t Reception.

The member of staff on Reception wasn't at all pleasant.

They said I should have been there at 8.32 a.m.

I explained that I thought the appointment had been changed but they said it hadn't.

I think this person put me at the back of the queue as I had to wait three quarters of an hour and I was the last to be called.

I have been going every week recently, but this has been my worst experience and the longest I have had to wait.

I am really upset and unhappy about the system and don't feel like going again.

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Response from Patient Experience Team, Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We are sorry to learn that your experience 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.

The Operational Manager for Altrincham Hospital has investigated your concern and would like to apologise for your poor experience and the distress caused. It would seem that the clinic list had not been updated to reflect your new appointment time. This error has been fed back to the Administration Manager for the Anticoagulation Administration Team to be addressed.

The Operational Manager would also like to reassure you that the senior management team are currently identifying actions to help improve the customer service at Altrincham Hospital to ensure that your experience at reception is not repeated. This is not the standard we expect from our reception staff. I hope that the actions taken have offered you some reassurance and that you feel able to attend the hospital in future.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk