"I find the new system very impersonal....."

About: Royal Stoke University Hospital / Ophthalmology

(as a relative),

I accompanied my mum to an outpatient appointment after having a cataract removed and I have to say it felt more like a trip to Argos than a trip to the hospital. Given a number by the computer in the main entrance we made our way to the department and watched the screen for our number to be called expecting to hear "Go to collection bay B" and so were moved on to the next section. I thought in this modern world we were supposed to be looking to be "person centered" and we are to treat people as an" individual" not a faceless number. I found this just wrong even the local GP uses your name! Before anyone says "But there could be 3 Mr Smiths in the department. " Yes there could and a number could be provided also but a name really is a better way to address people rather than a number.

Regardless of that the nurses and the HCA's were lovely, very polite and kind.

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Response from University Hospitals of North Midlands NHS Trust

Dear ‘Underdog4’

Thank you for taking the time to share your feedback with us.

Please accept my sincere apologies for not finding the Trust’s Outpatient systems to be very personable. However, due to the number of outpatient clinics at the Trust, the decision was taken to implement a self-check-in and number system to safeguard and protect each individual patient as best we can.

Best wishes,

Cheryl Miles, Outpatients Systems Manager

Response from Trust HQ

Dear Sir/Madam, Thank you for taking the time to provide us with feedback about your experience of University Hospital of North Staffordshire. We are pleased to hear about the Nurses and HCA's. Please can you contact our PALS Team (Patient Advice and Liaison Service) so that they can investigate the issues that you have raised further. The PALS Team can be contacted on 01782 676450 or 01782 676455 or by emailing patient.advice@uhns.nhs.uk. Thank you and best wishes, UHNS Communications Team.

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