Saffron Walden Community Hospital
Radwinter Road, Saffron Walden, Essex, CB11 3HYContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Dismissive and rude
Rated 2 stars out of 5
by Anonymous - Posted on 09 December 2022
Trying to get an appointment is difficult enough even with multiple referrals from GP, and there's the rude telephone staff "no you've been discharged, thanks, bye." followed by them then cutting the line off after a 40 minute wait! Extremely rude.
Visited Neurology on December 2022
Review titled Saffron Walden Community Hospital
Replied on 20 December 2022
Dear patient I am sorry to hear about your experience on the telephone. If you would like us to look into this and respond to you in more detail, please do contact the Patient Advice and Liaison Service (PALS) on 01223 216756 or email cuh.pals@nhs.net so we can obtain some more details from you. Once again, I am sorry that you felt that the communication from a staff member fell short. Head of Patient Experience cuh.pals@nhs.net
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Review titled Lovely team but impossible to contact
Rated 3 stars out of 5
by Anonymous - Posted on 24 October 2022
A few months ago I attended an ultrasound appointment at the hospital. Everything about the experience was positive: ample free parking, the staff were friendly and helpful, and I didn't have to wait around, which was a great relief! A couple of weeks ago when I was asked by my GP whether I had a preference for a hospital for an x-ray, I didn't hesitate in saying Saffron Walden. However, when I later needed to cancel my appointment, I found it impossible to reach anyone. For five days, several times a day I rang the number on my appointment letter. There is no answer phone, and the phone disconnected every time after a certain number of rings. I also tried several other hospital numbers to no avail. In the end, I was only able to cancel the appointment after contacting the secretary at my GP practice and begging her to help, but it should not have been so hard. The NHS is constantly complaining about missed appointments, so making them easier to cancel would be a simple step to reduce the problem.
Visited Musculo-skeletal services on October 2022
Review titled Saffron Walden Community Hospital
Replied on 31 October 2022
Dear patient Thank you for your positive feedback about the services, staff and facilities at Saffron Walden Hospital. Your kind words will be passed to the staff and will be much appreciated. I am however sorry to learn that it was so difficult to get through when you needed to cancel an appointment. The appointments centre at Cambridge University Hospitals is working hard to recruit more staff and improve the service as it has faced some challenges recently. I am very sorry that you had such a difficult experience and thank you for your persistence in the steps you took to save the NHS money and allow another patient to use your slot. Thank you again, Head of Patient Experience pals@addenbrookes.nhs.uk
Information supplied by Cambridge University Hospitals NHS Foundation Trust