"Organised chaos!"

About: St Lukes Hospital (Bradford)

Anything else?

Well, this is my second attempt to leave a review about renal outpatients as my previous review was not accepted because I didn't state clearly enough what I liked and disliked. So here goes again: What I liked: 1) consultant was very nice getting through patients at a rate of one every six or seven minutes so wait wasn't long and for a change, appointment was almost on time! 2) Hca was very friendly and kind as were receptionists. 3) Blood test was quick and hassle free. 4) Parking was easy ( particularly as a kind patient gave me the rest of his ticket as he left) What I didn't like: 1) The atmosphere of chaos that pervaded as the place was over crowded and understaffed. 2) Not having enough time with consultant to set out problems in full - it will be very interesting to see how many facts he gets wrong when he writes. 3) The wrong sized blood pressure cuff being used despite request for correct size to be used and if being there right next to the machine. 4) Doors being left open so privacy not respected. 5) Being weighed in front of whole clinic with a flimsy curtain as sole privacy. That's not good on the patient dignity front! 6) The dingy smelly waiting area. 7) The touchscreen feedback system that is not private and therefore not fair. Very much reminded me of a busy and overwhelmed yet understaffed clinic in the developing world - very much being run with the best of intentions but really, should and could be so much better.

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Responses

Response from St Lukes Hospital

Thank you for taking the time to leave your comments, in particular for highlighting some good aspects of your experience. The negative comments you have made about your experience are concerning. Outpatients is a busy area, which you have acknowledged. The aspects you have identified are below the standard of care we want to provide for our patients, they are not acceptable and I would like to apologise on behalf of the Trust. I will forward your comments to the manager with responsibility for the area to ensure that we learn from your feedback and improve the service.

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