"Great hospital but keep patients informed..."

About: Freeman Hospital

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On this visit, my initial impression was not good as I sat near the appliances room listening to four members of staff joking on, one in particular seemed particularly loud. After I had checked in at reception I waited ten minutes and was then taken for the usual stuff - height, weight, blood pressure. And then nothing! I sat and I waited, I lost cost of the number of times the nurse who'd taken my measurements walked past me and the one other person waiting. Not once was eye contact made let alone any acknowledgement of the delay or, perish the thought, an indication of how much longer I'd have to wait. We all know clinicians can overrun with their appointments but why can't those waiting be kept informed. It's bad enough having a condition which requires a trip to hospital but to have to sit and wait not knowing how long the delay is likely to be is not acceptable anymore, especially when there was only me and one other person in the waiting area. This is a great hospital but it is these little things which spoil it. It is not about money, the answer does not need money but simply for staff to use a bit of common sense in the way they communicate with patients.

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Response from Freeman Hospital

On behalf of the Musculoskeletal Directorate we would like to apologise for the impression you were left with on your recent visit to MSU Outpatients. This is not the experience we want patients to have as we strive to give the best service to all patients. We have brought this incident to the attention of the sister and nursing staff of MSU Outpatients. The sister is very sorry for your experience. The standard we expect is for the nurse overseeing the clinic to keep all patients informed of any delays and the normal practice is to ensure this is written on an information board outside the consultant clinic, as well as providing verbal explanations, which keeps patients informed of the current timings of the clinic. The Sister will work with the team to ensure that in the future all patients are communicated with on a regular basis of the progress of their appointments with their clinicians and given regular updates on any delays that might occur. We have shared with staff how aspects of care such as poor non verbal communication have a very real impact on a patients experience. We very much appreciate the time you took to provide this feedback as this is important to us to ensure yourself and other future patients have an improved experience. Making patients feel supported and well informed through the importance of good communication is what we expect from all staff in the MSU outpatients and once again we do apologise that this was not your experience.

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