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I liked the excellent professional ...

Story from nhs.uk

"I liked the excellent professional ..."

About: Knutsford & District Community Hospital

(as the patient),

What I liked

I liked the excellent professional medical staff, the consultant and nurse, who involved me in the procedure and treated me as an intelligent participant.

What could be improved

Some of the anciliary admin staff in the reception area are locked in a time warp of 50 years ago, believing that the hospital is there to employ them, not to treat patients. I took out a pocket calculator to do some work and was pounced on within seconds and told not to use my mobile phone (sigh). It is a sign of attitude. When I asked, 45 minutes after the time of my appointment, how long the delay would be, there was palpable amazement that a patient might want to know such things. On the appointment letter, it says people will be informed if there are delays. Not at Knutsford they aren't. It is reasonable to want to know, it is reasonable to ask politely and it is unreasonable to be brushed off.

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Responses

Response from Knutsford & District Community Hospital 15 years ago
Knutsford & District Community Hospital

Submitted on 19/09/2008 at 15:40
Published on nhs.uk on 27/09/2008 at 04:29

Thank you for your comments about the professionalism of our staff and the way that they involved you in your care. We always strive to ensure that our patients feel fully informed and involved in their care and it is always excellent to hear feedback like this.

We will be taking up the other issues you raise and would like to apologise for the delay and the way you were dealt with while waiting for your appointment. You should have been informed of the delay and the response to your query should have been polite, courteous and informative. Even if you had taken out a mobile phone, again this should have been dealt with in a polite, informative manner.

We would like to investigate this further and identify exactly which clinic you were attending as at Knutsford the reception area is split with staff from both East Cheshire NHS Trust and those from Central and Eastern Cheshire Primary Care Trust. If you would like to contact us with your details, you can call our Customer Services free phone on 0800 161 3997. However, in the meantime, we will be speaking to all of our reception staff to ensure that this does not happen again.

Thank you for contacting us with your comments.

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