"Text Message Survey"

About: Royal Lancaster Infirmary

I visited Lancaster Emergency Dept and was pretty happy with the experience but the text question was not appropriate. It simply asked 'would I recommend the hospital?' Would I recommend? Yes because I live round the corner. Would I recommend? Yes because it is the nearest place to go. Would I recommend? Yes because the treatment was excellent and all of the staff courteous and professional. Would I recommend? No because I was left in the waiting area with no information and no indication as to the likely waiting time. I am sure that you used to provide an 'electronic scoreboard type of sign that gave patients this information in the past. Supermarkets do better than this. I know how long I am expected to wait in Argos or at many delicatessen counters! Surely it is not impossible to have some form of information on display to patients. We could be given a number and so anonymity and confidentiality could be preserved. In the light of the flack that the Trust has received, that would be a positive step. Once I left the waiting area, things moved quickly and efficiently. I appreciate that we cannot all be seen straight away and that triage is needed but the waiting and treatment areas of the department were like two different worlds. There was even a TV in the cubicle and Radiography areas! Just walls in the waiting area. Yes I'd recommend the hospital but please improve communication. Thanks Peter

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Responses

Response from Royal Lancaster Infirmary

Many thanks for the feedback, and we appreciate the time and trouble you have gone to to post this comment. We'll certainly pass your comments on to the relevant people.

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