"I was recently admitted to the ..."

About: Luton & Dunstable Hospital

(as the patient),

What I liked

I was recently admitted to the Acute Assessment Unit (12th Feb) by my GP.

I wish to praise the staff who dealt with me on what seemed to be a very fraught day on the ward. All staff addressed me by my first name, put me at ease and dealt with me sympathetically. We were offered meals and even my mother who accompanied me was given a cup of coffee. The admissions waiting area was comfortable and there was a radio, which I thought was very nice. Even though half the waiting room had to be used for consulting part of the day, this was handled efficiently and confidentiality maintained. I wish to particularly thank the doctor who examined me, for her kindness, reassurance and approachability.

I was referred by the unit for an endoscopy which I had yesterday (24th Feb), and my experience there was also excellent. The staff on the unit explained everything very clearly, the Consultant was very attentive and the nurse who whispered reassurances in my ear throughout was a godsend! Once in recovery, the nurses looked after me very well and explained the results clearly to me.

As hospitals go, I think the L&D makes a lot of effort and the improvements to the building in recent years have certainly improved the patient experience. There are still improvements to be made, but given the volume of people who must pass through every day I think a few grubby chairs are to be expected! Above all though it is the people and I was very grateful to be dealt with in such a caring and human way.

What could be improved

The parking charges are extortionate - but everyone knows this. Talk about a captive market! If day-patients were given a free exit token it would help, because they have had no choice but to be there for as long as it takes. Vistitors can pay but I do think the charges should be reduced so that if you visit for the whole evening session you don't just slip into the most expensive bracket!

Story from NHS Choices

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Response from Luton & Dunstable Hospital

Thank you for taking the time to give feedback on your visit. We appreciate that being admitted to hospital can be a traumatic experience and our staff try to put patients at ease. It is important to us that the total patient experience is a positive one. The Endoscopy team also aims to make patients' experience as pleasant as possible and they appreciate your positive feedback.

On parking, if a patient is in for a procedure we do have a car park with free parking for 20 minutes so that patients can be dropped off and picked up by a friend or relative.

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