"The staff were really friendly ..."

About: Harrogate District Hospital

(as the patient),

What I liked

The staff were really friendly and helpful. In particular I liked the outpatient desk in the entrance foyer. It was really helpful in directing me to the appropriate location in the hospital, which helped, since it was the first time I had been as a patient although the signage to it could have been clearer.

What could be improved

Checking of patient’s notes and patient confidentially.

I was just a bit bemused when I was informed that I had apparently had a procedure carried out that I had absolutely no recollection of. Furthermore, it appeared to me that that Doctor initially refused to believe me and preferred what was written in the notes.

After much protesting that I hadn't had the aforementioned procedure the Doctor checked the name on the notes. My own notes were at the beginning of the file, but later pages were those of another patient, whose name was then read out to me.

This time I was capable of correcting the mistake; but what would have happened had I not been in a fit state to correct the error and then had been treated using the notes of the other patient?

Anything else?

I've recommended the hospital because, barring the incident with the notes, the service I received was overall, good, with friendly staff and clean facilities.

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Response from Harrogate District Hospital

Thank you for your comments. All feedback is extremely important to us.

We are very pleased that you found the staff helpful and friendly and I will pass your comments onto Outpatients.

With regards to the incident you describe with the notes being confused, if you would like to contact me via the hospital so that I can take a few more details, I will look into this, as we take issues of patient confidentiality extremely seriously. Thank you for bringing it to our attention.


Chris Watt

Head of Communications

Harrogate and District NHS Foundation Trust

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