"I've only just been referred ..."

About: Salford Royal

(as the patient),

What I liked

I've only just been referred to the hospital and my initial consultation went very smoothly. The admin staff were all very pleasant and the nursing staff, Consultant and Clinical Support staff made me feel at ease and were extremely polite, professional and caring. Well done Hope!

What could be improved

My only criticism was the queue at the outpatients desk, it was very irritating seeing staff sitting there with the "position closed" sign. It was clear that the area was understaffed on the day of my appointment and this needs to be addressed to make processing of patients much quicker. The staff were ok though although perhaps a little abrupt. I have to say though on the whole I was quite impressed and wasn't left hanging around too long in the end. A good experience but could be improved with a bit more organisation.

Story from NHS Choices

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Response from Salford Royal

It is good to hear that overall your visit to the hospital was positive. Thank you for your comment about the main outpatient check-in desk. This is something we are currently addressing. We have already piloted a self check-in system using a touch screen computer so that patients have a quicker way of booking in and this is going to be extended. We are also going to change the main outpatient reception area. Instead of all patients coming to this central reception desk, we will be creating reception areas in each clinic. This means there will be more receptionists and more reception areas for patients. We hope this will improve the patient experience by offering a speedier and more personal check-in system.

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