"ROYAL DERBY HOSPITAL SAU"

About: Royal Derby Hospital / General surgery

(as the patient),

I have attended the SAU on more than two separate occasions and thought that with the exception of one Doctor that the staff were rude. There was no "hello my name is... or can I help you? " scenario and if anything on my last visit the sister who I have encountered before was shouting down the unit to staff leaving "What time is Aldi open? " before returning and walking past me again; by this time I had sat for 30 mins un-approached despite having been given an appointment to attend. After 40 mins the doctor that had seen me previously recognised me said "hello, how are you doing; have they seen you yet? " Which was great and what you would expect. Unfortunately it took another 45 mins (1 hr 25 mins after my appointed time) to get seen.

I could clearly hear names and allegedly data protected information of the team handover (including my own confidential details) from the waiting area.

The waiting area being situated next to the reception is clearly a breach of confidentiality and details can be shouted over the counter to those waiting at times; notes have also routinely been left on the counter in easy access and visible to any attending the reception area. There are a number of staff that have been very good on my visits but I feel the general feeling of being cared for or respected as a user of the service is very poor; a smile costs little even if none is really interested in why you may be sat waiting.

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Responses

Response from Derby Teaching Hospitals NHS Foundation Trust

Good Afternoon


On behalf of Derby Teaching Hospitals, I would like to thank you for taking the time to share your experience regarding your attendance in the Surgical Assessment Unit (SAU). I can advise that your email will also be shared with senior management responsible for SAU.

We are sorry that this was your experience and in order for us to fully investigate the concerns you have raised, we would like to invite you to contact us either by:

email: dhft.contactpals@nhs.net or alternatively by telephone on: 0800 783 7691

Kind regards

Patient Advice & Liaison (PALS)