"I attended the Endoscopy dept ..."

About: City Hospital campus

(as the patient),

What I liked

I attended the Endoscopy dept for a Colonoscopy The staff were first rate, kind and caring, From the moment l booked in at reception l was treated as an individual. Throughout the treatment; which at times was quite uncomfortable, the nurse who attended was attentive and reassuring and certainly helped me relax. Unfortunately, due to staff holidays, there was a delay in me finding out the results and the next procedure, l contacted the endoscopy dept and explained l hadn't yet received any treatment or advise, within a few hours they had tracked down my results and made an appointment for me. This is the first time l have had to attend hospital and the friendly staff in endoscopy have made me feel less nervous about any future treatment l may require. My thanks to all the staff.

What could be improved

The communication after my colonoscopy was slow and l had to find out for myself by telephoning several departments, leave messages which were not returned. l realise that staff have to have holidays but feel in the interest of patients, holiday cover should be available. Only by ringing the endoscopy department direct was l able to continue my treatment earlier.

Story from NHS Choices

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Responses

Response from City Hospital campus

Thank you for your kind comments regarding my team at the Endoscopy Centre.

I would like to apologise for the delay you experienced in receiving results following an endoscopy procedure. It is normal practice for patients to receive results within two to three weeks however; there was an additional delay in this particular case. I am sorry for any distress this may have caused.

I have investigated this specific case and will be adding measures to ensure similar delays of this nature do not happen again.

Endoscopy Centre Manager

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