"After my experience, not a lot really."

About: Royal Lancaster Infirmary

(as the patient),

What I liked

After my experience, not a lot really.

What could be improved

When I attended Lancaster Hospital's Clinical Investigations Unit to undergo a treadmill ECG test I wasn't treated with anything like dignity...in fact I am still reeling from the experience.

The staff who worked there seemed in such a surly malaise I was taken aback. No one explained what was going to happen...no one said their name or introduced themselves and they chatted amongst themselves totally ignoring me despite my attempts at polite interaction. A disclaimer form was then thrust at me by a disinterested mature staff member saying You may have a heart attack during this procedure, sign this disclaimer. I didn't even know their name.

Another nurse, who seemed to struggle to use the relatively simple ECG machine, wouldn't even look at me throughout the whole appointment. The test I was to undergo was to see how my heart performed under the duress of exercise. The test began.

When I had to stop walking fast through being exhausted the nurse said some derisory comment about “huh! we needed you to go for longer so we could get a full set of results” I had got to the third level of speed after 5-6 mins of walking fast uphill and was pooped out for sure, so their comments were just downright rude.

I am an affable, polite, tolerant and cheerful person but my experience with the staff at the clinical investigations unit has left me shocked. I left their unit feeling totally let down and upset.

I’d rate the service received as “below very poor”. In fact I am very angry indeed about it.

Anything else?

Who assess and quality assures hospital departments such as the clinical investigation unit at Lancaster? Is there anyone who carries out that role?

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Response from Royal Lancaster Infirmary

Thank you for taking the time to leave a comment about our services.

If you need any further help or information please call our confidential Patient Advice and Liaison Service (PALS). They can be contacted on 01539 795 497. More information can be found on our website: http://www.uhmb.nhs.uk

We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually to improve the services we offer and the experience our patients have whilst in our hospitals.

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