"In cardiology, there was one person ..."

What I liked

In cardiology, there was one person on reception that had some common sense and tried to search for my doctor's referral letter.They seemed sympathetic and did apologise. No one else did.

The PALS office was handy to call into and express my exasperation with the experience I had had.

What could be improved

There needs to be some system for filing and storing letters and forms about patients at reception. I waited patiently for over 30 minutes whilst more and more staff became involved in the search for my doctor's referral letter, to no avail. I had to suggest then that they contacted my doctor and asked for a copy to be faxed over to the hospital.

There was nowhere apart from a hook on the wall to put my clothing. I put them on a rubbish bin.

The technician who conducted my ECG was rude in the way they replied to any enquiries about the ECG. Patronising. They talked down to me. Theyseemed inexperienced in the way they set me up for the procedure and made repeated attempts for the traces. After I had got on the bed it became clear they needed to attach connections to my ankles but I had removed clothing from only the upper part of my body as asked. (It was snowing that week and very cold, so I was wearing multiple layers of clothing) There was more messing about relating to my position on the bed. During the repeated attempts at the procedure they told me my heart rate was erratic and she was waiting for it to come down. (Was this a good idea? It wasnt going to come down the way they were carrying on ) Things went from bad to worse and in the end I got off the bed and asked to speak with a manager.

The manager came in thinking I was complaining about one thing when I was wanting to speak about my whole experience at the clinic. The manager did not attempt to provide a confidential place to talk, the technician I was unhappy about came in with them. This cant be appropriate procedure.

A very disappointing experience at the walk-in ECG clinic especially as the last time I went there I was very pleased with the way I was treated. That time the technician was clearly well experienced and I had complete confidence in them. So different this recent time. I shall not be having my next ECG at Queen Mary's. I have lost all confidence in the professionality at this clinic.

Anything else?

So I am commenting on the lack of systems at reception for ECG and the inexperience of the technician leading to an issue over attitude and interpersonal skills.

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Responses

Response from Queen Marys Hospital (roehampton)

First of all, I would like to apologise for your bad experience at Queen Mary’s. I’m glad that you were able to voice your concerns at our Patient Advice and Liaison Service (PALS) office in the hospital – this service provides all our visitors with advice and can help support you if you wish to make a complaint.

Our Patient Advice and Liaison Service (PALS) have passed your comments on to the Cardiology Department, who will review the way that they provide their care in the future; both in terms of their record keeping and the attitude of their staff.

Your comments regarding the changing area have also been given to our Estates team, who will look into providing our patients with more places to put clothing whilst changing.

If you would like to contact the PALS team for more information on your case, you can reach them by phone on 0208 487 6322 or by email on pals@wpct.nhs.uk

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