"The level of support I received ..."

About: Princess Alexandra Hospital (Harlow)

What I liked

The level of support I received from the clinical nurse practitioner was exemplary and reassuring. They deserve the highest accolade in their professional duties.

What could be improved

However my reception was far from pleasant. I went in 30min ahead of my appointment, with time to waste I decided to phone my family outside the UK for the uplifting chat but was rudely interrupted by the receptionist. They purposefully chose to loudly tell me that mobile phones are not to be switched on in the clinic, I cut the call shortly afterwards.

I suggest that staff are made aware as to the difference from a reception area to that of the clinic itself. They're obvious to the DoH policy on the use of mobile phones. The scrappy laminated posters on the wall do not comply with "controlled document" requirements neither where there any of the correct signage in the room indicating that the use or activation of a mobile phone is prohibited in the building.

During my waiting I observed (at 10:15-10:22) that they received what could only be described at as personal call which lasted +/- 7min. Surely there ought to be a policy adherence to use of the only incoming phone line for personal calls.

Also in the waiting room Heart FM was being played aloud with the radio being located at window of the waiting, there is legally copyright infringement practices in the play.

I maintain, that I was not in a clinical area, hence I should never have been rudely castigated within earshot of everyone in the room.

Anything else?

Please read:

http://www.dh.gov.uk/prod_consum_dh/groups/dh_digitalassets/@dh/@en/documents/digitalasset/dh_092812.pdf

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Responses

Response from Princess Alexandra Hospital

Thank you for your words of praise for the clinical nurse practitioner. We are disappointed to learn about your experience in the reception area when you were asked not to use your mobile phone, should you wish to make a formal complaint please contact our customer care team via email: complaints@pah.nhs.uk or telephone them on 01279 827084. Once again thank you for letting us know of your experience.

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