"One of the receptionist's ..."

About: Queen Alexandra Hospital

(as the patient),

What I liked

One of the receptionist's in the fracture clinic who went to a lot of trouble to sort out the hospital transport and was considerate of my elderly mothers needs.

What could be improved

Unhelpful and disinterested nursing staff in orthopaedic outpatients - why are you working in a caring profession when you clearly don't care!! (The staff were much more caring on a previous visit in July)

Disabled toilet - the cystern flush and paper towels are not within reach of the disabled person.

The consulting room - plain walls with peeling paint and only 1 chair. It feels like a third world country waiting roomI. If my mother hadn't been in a wheelchair I would have had nowhere to sit other than the patient examination couch and that is where the doctor sat when they came in 40 minutes later.

Anything else?

The hospital transport system was nowhere near as good as last July. Booking arrangements had been messed up and the drivers, whilst polite and friendly, clearly have no understanding of the needs and anxieties of the vulnerable and elderly.

Story from NHS Choices

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Responses

Response from Queen Alexandra Hospital

Thank you very much for taking the time to record your comments. The Fracture Clinic are arranging for the toilet roll holder to be lowered. Investigations are also taking place with regard to the flush. With regard to the consulting room, Fracture Clinic will be relocating to brand new premises next year as part of the redevelopment of the QA site.

The Department apologises for the fact that the nurses were found to be unhelpful. The Departmental Nursing Manager will address this with nursing staff and will remind them that, however busy they may be, patient care is paramount.

With regard to the long waiting time, it has been reiterated to clinic staff that they must keep patients updated as to why they are being kept waiting.

Please also accept the department's apologies for the fact that there was only one chair in the consulting room.

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