"Going in for an appointment"

About: Royal Cornwall Hospital (Treliske) / Trauma and orthopaedics

(as a service user),

After traveling for an hour to the hospital (Treliske) The receptionist at the fracture clinic could not find the appointment details on the system using the date of birth nor name. We were told we have no appointment and not on the system. 

Very luckily another person at reception was listening and within a minute pulled out the file and put it on the receptionists desk who was then able to find the appointment. If it wasn’t for them we would have been sent home. Shocking!

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Responses

Response from Sarah Williams, Reception Services Manager, Reception Services, Royal Cornwall Hospitals NHS Trust

Dear Cornwall1234

Thank you for taking the time to share your recent experience at your Fracture Clinic appointment, for which I’d like to apologise for the confusion over your appointment and delay in locating your notes; due to unforeseen circumstances we have recently had to arrange interim cover at short notice with staff that wouldn’t ordinarily cover this area. I would like to assure you that staff training is ongoing and our receptionists are all committed to providing first class patient care and that I will share your comments with the team in order to ensure they are aware of the impact delays can cause.

Yours sincerely

Sarah Williams

Reception Services Manager

Trelawny Wing

Royal Cornwall Hospital

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