"Nottingham City Hospital Memory Clinic"

About: Nottinghamshire Healthcare NHS Foundation Trust / Mental Health Services for Older People – Community (City)

(as a relative),

First test is how to find the clinic, the St Francis unit is a rabbit warren and signposting to day clinic could be improved! A map of the campus plus details of where the clinic is and best way in - there are 2 entrances- is essential.

Receptionist seemed little interested in patient and did not check ID

Person who collected patient for tests and history did not check ID OR let us know their job role/title so we were left wondering were they a nurse or what.

Certainly not medical staff we thought. I thought it was NHS protocol to introduce oneself to patients every time with job title or explanation there of and name clearly for the patient and accompanying person.

Test was conducted well and clear to the patient and explained well. WE still do not know WHAT the person was!

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Responses

Response from Involvement Team , Involvement & Experience, Nottinghamshire Healthcare NHS Trust We are preparing to make a change

Thank you for your feedback about your recent visit to the St Francis Unit.

I’m Dawn Harrison the City Memory Assessment Lead. I would like to pass on my apologies about the experience you have received. I will forward your concerns to the day hospital manager about signage around the unit, to make it clearer for people to see. I am concerned about the ‘person’ you mentioned who offered no identification so here is my email address if you wish to disclose this confidentially. Dawn.Harrison@nottshc.nhs.uk

I agree that whoever completed the assessment, should have introduced themselves.

There are currently two memory clinic teams working at St Francis so this information would be helpful to enable us to feed back to that ‘person’.

I have spoken with the manager of the receptionist, about your concern. She will arrange further training for this individual to improve the service they offer.

Once again, my apologies and thank you for sharing this with us.

Many thanks

Dawn

Response from Jane Danforth, Involvement Team , Involvement & Experience, Nottinghamshire Healthcare NHS Trust We have made a change

picture of Jane Danforth

Posted on behalf of Dawn Harrison, City Memory Assessment Lead

by Jane Danforth Involvement Team

Following up on the previous posting about the St Francis unit, I am pleased to be able to share some of the changes made since this was raised on Patient Opinion.

Our environment care co-ordinator is currently reviewing the signage in and around the unit and any further changes we make will be reported here.

Concerns about the receptionist were taken very seriously and passed on to the team manager. I am pleased to confirm that Customer Service Training was arranged for the receptionist.

The only thing I have been unable to do was to feedback to the ‘nurse/medic’ about the issue you raised as I don’t know which staff member you encountered. My e-mail details were left in the previous reply. Please get in touch if you want to discuss your feedback to see if there is anything else we can do to help.

I am really pleased to confirm that due to your feedback, all letters going out with appointments now have appropriate directions on them. Patients are also phoned to remind them of the appointment and where to go within the unit.

We really appreciate you taking the time to share your thoughts about your visit as we need your experiences to help us make changes together

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