"Concerns over privacy and hygiene in outpatients"

About: Charing Cross Hospital

(as the patient),

I recently had several appointments at the outpatient first floor wing of Charing Cross Hospital.

I really don't like the new 'self check in'. Instead of getting to talk to a receptionist where there was a short queue I was promptly ushered to a machine with a touchscreen. There were numerous questions which are never asked as a matter of course. I still needed to make an enquiry with the receptionist so was ushered back into now a longer queue.

After going to sit in the waiting area, my name was loudly announced with details of where to which area to wait.

I have two objections.

Firstly, I do not want my details broadcast over the intercom.

And secondly, may I suggest that a disinfection gel dispenser be placed near the self checking machine as all patients are now expected to touch the same screen.

Also having the option to sit or lean over would be helpful as it does take a few minutes to complete and standing with no support can be a bit tricky for some.

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Responses

Response from Christine Cornell, PALS manager, Imperial College Healthcare NHS Trust

Imperial College Healthcare NHS Trust thanks you for your feedback, it is important to us as we aim to provide a good patient experience.Your comments have been passed to the Out Patient services manager and are valued as we review the new self check in system and our out patient processes.

Out patient staff have been reminded that wipes should be available. We apologise for any distress caused by staff announcing your name and again would like to assure you that concerns about confidentiality will be addressed.

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Response from Charing Cross Hospital

Imperial College Healthcare NHS Trust thanks you for your feedback, it is important to us as we aim to provide a good patient experience. Your comments have been passed to the Out Patient services manager and are valued as we review the new self check in system and our out patient processes. Thank you for your suggestion with regard to a gel dispenser. Staff have wipes for the feedback terminals in the department and it would be important to ensure that the self checking terminal is also covered. We apologise for any distress caused by staff announcing your name and again would like to assure you that concerns about confidentiality will be addressed.

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