"The support staff were friendly, ..."

About: Addenbrooke's Hospital

(as the patient),

What I liked

The support staff were friendly, polite and welcoming. They helped to create a calm and reassuring atmosphere in the department's waiting area.

What could be improved

Before the consultant arrived, I was left alone for five minutes in a treatment room with a computer screen displaying personal data relating (presumably) to other patients.

I found the consultant to be, first peremptory, then patronising. I felt that he reacted defensively when asked for further information about my treatment. Of course these are subjective judgements. Another person might have found his manner less unfortunate.

The consultation began over half an hour late. I'm sure there must have been a good reason, but a brief apology would still have been welcome.

Story from NHS Choices

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Response from Addenbrooke's Hospital

Thank you for your comments. We are pleased that the support staff provided you with reassurance whilst you waited for your appointment. We were, however, concerned with regard to your comment about confidentialty in respect of the computer and if you could email pals@addenbrookes.nhs.uk with information pertaining to the clinic in question we will pursue this matter further. Similarly if a delay has occurred we would expect staff to explain to patients the reason for the delay and of course apologise for the time they have spent waiting. Again we would like to follow up on these issues if further information could be provided.

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