"Post visit to childrens outpatient department"

About: Russells Hall Hospital

Given feedback card by staff in weigh room. Have been seen in this department with my daughter for past four years and more recently a month ago and again this week. This week staff were very friendly and helpful. This is unusual as they are normally impatient particularly when you aren't undressing your child quick enough for them or re dressing them. On our last visit to the department last month, they sighed when my husband asked them to fill the weight into the " red book". Clinics rarely start on time and rarely do you get seen anywhere near the time of your appointment. I suspect that the pleasantness from staff this week is related to handing out feedback cards. I find it sad that having to hand out feedback cards to patients is what it takes for some staff to be pleasant. It is after all a childrens outpatient department. On a positive note the admin staff who check you in at the desk are usually very pleasant and helpful.

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Responses

Response from Russells Hall Hospital

Thank you, Louise, for taking the time to send us your feedback. We are pleased that your recent experience of the Children’s Outpatient Department was a positive one but we are sorry that your previous visits were a disappointment. We aim to offer the best possible care to all our patients, and so we are sorry if we fell short of this aim during your previous visits. As part of our commitment to improving patient experience, we regularly hand out feedback cards so we can make changes and improvements in the areas that are important to patients. We would expect our staff to be polite and courteous at all times, and so we must apologise if staff were impatient and made you feel rushed during previous visits to the weighing room with your daughter. The red book is an essential tool for recording information about a child’s health, and so it is disappointing to hear that our staff reacted negatively to your request for it to be completed. The lead nurse for paediatrics has been sent a copy of your feedback and she will raise this issue with the nurse in charge of this area. The Children’s Outpatient Department has recently undergone some changes to improve the overall experience for children and their parents. These include extending the opening times of the department and taking on extra staff to reduce waiting times. We will also be monitoring clinic start and finish times and how long patients wait for their appointments throughout September to identify how we can improve further. We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

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