"First visit to the Fracture Clinc"

About: Royal Stoke University Hospital

Having found the machines to book in I was helped by an extremely polite and efficient member of staff. After this, the experience was totally confusing with the Information Sheet given to me at the Haywood Hospital having inaccuracies regarding booking in. The procedure regarding handing over referral letters was not clearly displayed and staff were not overly concerned about the poor customer service procedures. Meeting with the doctor was difficult due struggling to understand their English. All things considered, the whole experience was poor. Having a second appointment to attend, I will be better prepared for the lack of organisation but have reservations about the department's effectiveness in dealing with patients.

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Response from Nick Clowes, Senior Communications Officer, Communications, University Hospitals of North Midlands

Dear "Anonymous",

I am sorry you feel you had a disagreeable first visit to our department.

Notices informing patients on what to do with their referral letters are placed at various points around the reception area and within the waiting areas. Our staff are also available to help, should you require assistance.

We understand that issues regarding language and communication arise on occasion. Our nursing staff are happy to explain anything that patients have not understood and will always make every effort to facilitate patients seeing the Clinician again, should this be necessary and requested by the patient.

As Haywood Hospital is not run by University Hospital of North Staffordshire NHS Trust, I am unable to comment on the information sheet you received from them.

I hope this information is helpful to you and thank you for taking the time to give us your feedback.

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