"I attended Crawley last week for two outpatients..."

About: Crawley Hospital

I attended Crawley last week for two outpatients appointments. I must say I was very impressed from start to finish. The member of staff who called me to wait outside the consultants room was fantastic. So polite and courteous, and kept me informed of every stage of my appointments. The Consultant I saw who is practices at Guildford hospital was wonderful and was very polite, very caring and because my other appointment time was getting close time wise, they went and got the other consultant and bought them into my appointment room to save time. I can honestly say, this is one of the most efficient appointment process's I have ever known, because over the past year I have had many appointments at other various hospitals due to my illness, so I know good appointment experiences from bad ones. I am very impressed with all the staff who I came in contact with on that day in Outpatients 1. Keep up the good work everyone, it really does make a difference, especially when you are not feeling too good and know you have a daunting time ahead of you. Thank you everyone. Just to add, after my wonderful appointment experiences that day, unfortunately the last part of the process was to make a CT and MRI scan appointment, which should have been straightforward, as the consultant gave me the two documents marked and high-lighted urgent to give to the X-Ray dept on my way out. Alas, they failed in doing a simple part of their duty, to make these appointments. Over a week later, I had to chase around trying to find out when the CT & MRI scans would be, as a major operation is waiting to be carried out on the findings of these scans. I was given the run around by admin staff and told ' we haven't got your booking for the CT scan , when I knew they did because I had handed both the scan forms to the X-Ray admin staff myself. After my insisting they did have the form , the person finally then said ' oh yes you are on the system, I have just found you '. Why did it take my persistence for them to track my forthcoming scan on her system. If I hadn't of persisted, I don't think I would have heard from them at all. What a shame, the admin staff in the X-ray booking dept let down the whole wonderful day. But, even though the admin staff let me down, the consultants made up for it with their wonderful care that day.

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Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust

picture of Ian Mackenzie

Dear Anonymous

Thank you posting your comments about your experience in outpatients at Crawley Hospital. It is frustrating to read that part of it was so good and another part less so. Your comments will be shared with both teams as clearly there are some lessons that we can learn from how we handled the communication about a potential missing appointment. I trust that the x-ray arrangements are now made to your satisfaction?



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