"Simple change to letters required"

About: Prince Charles Hospital Site / Cardiology

(as a relative),

The service of the staff in the clinic was extremely good the staff were friendly helpful and efficient.

The problem we had was on entering the hospital, as instructed in the appointment letter we reported to the main reception. There are 3 stations where patients can log in for their appointments but there was also a line of people waiting to speak to the reception staff. I along with many others was unable to log on to the system and redirected to reception. A member of the reception staff who was a little stressed explained the problem it was that we were not in the correct clinic. This resulted in her having to redirect patients to other areas.

This to me would be an easily solved problem in that all outpatient clinics make a simple change to the standard letters sent out.

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Responses

Response from Kath Doughton, Patient Experience Manager, Cwm Taf NHS Trust

Dear Bela


May I begin by offering my apologies that your experience of the service was not as positive as we would have hoped. I would like to thank you for taking the time to share your experience with us as this supports Cwm Taf University Health Board to continuously improve the services we provide where appropriate.

Kind regards

Patient Experience Manager
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