"Recent Changes"

About: Lincoln County Hospital

Having regularly attended clinic 6 for nearly 3 years I was surprised by the drastic changes on my most recent visit. First I was met by a row of booking in machines that weren't working, fortunately there was a desk nearby with 3 receptionists one of which I recognised as the usual receptionist from clinic 6. It wasn't until I actually went onto the clinic that I realised what an impact removing the receptionist had. I have trouble with my speech and have realised over the years that although the receptionist may not realise it he is an excellent lip reader. It is not unusual at this clinic for the waiting time to be in excess of an hour which I really don't mind but without a receptionist I couldn't go to the toilet or get a drink incase I missed my turn as there was nobody to inform. I also noticed that while I am use to waiting there were people who weren't and were knocking on the nurses door enquiring when they were going to seen. The receptionist on this clinic is an asset to the NHS with the knowledge he has aquired over the years, he often answers questions of a general nature, he has always been most helpful and always polite. I do feel that although some clinics function perfectly well without a human clinic 6 is not one of them. I will probably have to take someone with me for future appointments now which will just add to an already cramped clinic.

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Responses

Response from United Lincolnshire Hospitals NHS Trust

Dear Anon

Thank you for your comments regarding your recent experience when attending clinic 6, please may I address individually:

The kiosks not working: the kiosks have been in place in the centralised reception area and we have seen them function very well with usage going up from 34% -62%. I apologise if on the day you attended they were not functioning, however as stated you were able to discuss at the centralised reception desk.

Whilst waiting in clinic 6 you were unable to ascertain when you would be called in so felt unable to go to the toilet/get a drink: As of last week clinic 6 has recruited a volunteer to assist with these kinds of issues. We are continuing to recruit volunteers to all clinic areas so any assistance required, where a receptionist is not present, can be facilitated in a timely manner.

You have praised the receptionist who was previously located in clinic 6 whom you saw on the centralised reception desk. I thank you for these comments and will pass them on the member of staff concerned. I would add that since moving to the centralised reception we have been able to utilise his skills when dealing with patients attending across the whole of outpatients.

I accept that any change in practice is not easy to implement and unfortunately affects peoples experience differently. Please be assured that we address any issues raised at a weekly outpatient reception meeting and look to improve the experience for all. I do hope that your next visit to clinic 6 is an improved experience.

Regards

Sandra Hayes

Sandra Hayes

Acting Clinical Nurse Manager

Outpatients.