"Prefer the NHS"

I came to the oaks to have minor surgery on my arm. My consultation with the doctor and minor operation were faultless. Doctor made me really comfortable and carried out the procedure exceeding my expectations. My dusappointment cand came from my outpatients appointment to have my stitches removed. Firstly, I felt that the staff on reception when I booked in were rude.

I was subsequently embarrassed when the senior staff nurse calledme from the waiting area and reoeatedly tried to pronounce my name getting it wrong. It's fairly easy but made everyone look at me. When we got into the treatment room, they seemed fairly clueless about what I had booked in to do .

I was appalled when they coughed over their hands whilst they were applying alcohol gel. They then forgot a piece of equipment so partly removed one of their gloves to ope a cupboard and slipped it back on. I thought they were highly unprofessional and was not the service / standard I would expect to receive .

Doctor was faultless though. I funded this myself rather than through insurance . Won't be coming back .

Story from NHS Choices

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Response from Oaks Hospital

As the General Manager of Oaks Hospital I am extremely disappointed to hear about your experience in our Outpatients Department.

I have spoken to my Outpatient Manager regarding your concerns (and, frankly, my own!) and have asked her to take immediate steps.

She pulled her team together to show them your remarks and discuss the implications of both infection control and courtesy to our patients.

In light of your comments, she has planned a one to one assessment with each member of Outpatients to ensure compliance with policy and current guidelines around infection control.

Your feedback will also be discussed at the next Outpatient departmental meeting to continue to raise staff awareness and to ensure we continue to improve the services we offer to our patients.

As the responsible manager of this hospital, I would like to offer my apologies for your experience with my team.

Please know that this has not fallen on deaf ears and that I will be following up with the team on this situation.

If you would like to discuss this with me further, please do not hesitate to contact me via the main hospital switchboard.

I am pleased that you felt your doctor was excellent; I hope that you are now fully recovered.

Yours Sincerely,

Amy Simpson

General Manager

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