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Above and beyond the service

Story from nhs.uk

"Above and beyond the service"

About: Salford Royal / Urology

I would like to give thanks and praise to a particular member of staff and her Manager in the Urology Outpatient team.

My father had been unable to attend a renal scan and when I rang to cancel the appointment I was wrongly told "Urology will sort another one out and send it to you"

My father also couldn't attend a Urology appointment and I rang the Consultants Secretary on three separate occasions (voicemail) requesting a call back to confirm she had received the message and rebook another appointment.

I never received a call back.

As my father has terminal cancer I was getting stressed that he would be "missed in the system"

The staff reassured me and sorted out an appointment for my father, which I am grateful for.

Thank you ladies, you were marvellous.

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Responses

Response from Salford Royal 6 years ago
Salford Royal

Submitted on 29/03/2018 at 15:20
Published on nhs.uk at 17:06

Dear Anonymous

Thank you for taking the time to post your comments. We are so sorry to hear about your experience with trying to get an appointment for your father, however, we are happy to hear that the Secretary made these arrangements for you, as a pleasant manner and being put at your ease is what the caring profession and our NHS is all about.

We would also be happy to share this with the team involved with your father's care, if you could contact our PALS service, we can ensure that your comments reach everyone you have mentioned. The PALS team can be contacted on 0161 206 2003 or via email to pals@srft.nhs.uk between the hours of 08:30 and 16:30, Monday to Friday.

Thank you again, and we hope that your father is responding well to treatment.

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