"'Standard' responses which look very insincere"
About: Central Manchester University Hospitals NHS Foundation Trust Central Manchester University Hospitals NHS Foundation Trust Manchester M13 9WL
Posted by Passionate about people (as ),
I have a passing interest in the 'Patient Experience' within Central Manchester NHS Trust.
I do find the 'Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope. If you would like to discuss this with us, feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing firstname.lastname@example.org' and ‘Thank you for your comments posted on the NHS Choices website regarding your care. It was very kind of you to write and compliment the staff.’ …very patronising and a complete lack of acknowledgement of the actual comment. It is as if someone is responding with a couple of cut and paste 'standard' phrases which mean nothing and look very insincere.
I understand that it is difficult to respond to some posts dues to the lack of detailed information, but even some acknowledgement of the actual complaint would be good.
Some comments I have read are quite comprehensive and detailed (e.g. "Very poor experience, poor value for money" posted in Dec 2011) but then given a standard ‘we’re sorry please contact PALs’ is seen by many as "we don’t care enough even to acknowledge your specific comments about ‘appointment times and being messed about’ to reference this in our response".
Finally, what commenters need is to have some sense that CMFT is looking at all the comments and opinions across the Trust, and responding with possible actions to prevent more negative experiences, or trying to share the positive comments, and not just posting an insincere standard apology and/or thanks.
I await to see what type of response this post gets!