"Why make it difficult?"

About: Pontefract General Infirmary

I made an appointment for an X ray of both my ankles at Pontefract hospital forThursday 26 June at 9 am. I arrived early because I was anxious about traffic from Ossett. I auto checked in, the machine told me to go to reception. Reception informed me that you cannot auto check in for X ray, how would I know that. Arrived at X ray 8.30, a notice tells me to take a seat and a receptionist will contact me, soon a lady in pale blue or green collected documents from other patients, since I did not have one she asked my name, Simon Pugh I said and settled to read my paper, knowing I was early. At 9.20 I decided to ask another receptionist how things were going, asking my name she confirmed I was not booked in, I explained the above and identified the lady in pale blue or green, she just looked blank and the receptionist informed me that this lady was scans not X ray. How would I know that, how would I know she would not book me in, why did the receptionist not carry out the action in the notice and come to check if I was booked in ? Speedily I found myself in an X-ray room to be informed that I was to have an X ray of my left ankle, I said my understanding was both ankles. Blank looks all round then the radiologist excuses herself, when she came back she explained that each ankle has to have its own request and mine had become separated so both ankles it was. The excuse for receptionists not performing was that a meeting was being held.  Time the highly paid management paid attention to detail and customer care, then your business will run much more smoothly and cost less. Regards Simon Pugh. PS Question 4 which department? - no X-ray someone needs to keep up.

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Response from Pontefract General Infirmary

Thank you for this feedback, Mr Pugh. We apologise for the poor communication you encountered and regret that this impacted negatively on your experience.

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