"The Reception staff at the front..."

About: Chapel Allerton Hospital

What could be improved

The Reception staff at the front entrance that takes patients to HIP School yesterday did not take into consideration that my Mum (who has great difficulty walking and walks with a stick,) if she needed any help. My mum was totally unaware it was such a long corridor to walk to the Hip School appointment. The Reception Staff did give good directions but did not help witho ffering to provide a wheelchair take her to Hip School.

My mum missed the first 15 minutes of the video because of this very long painful walk. However the Senior Physiotherapist did notice that she needed help at the end of Hip School and organised for a wheelchair to get her to her car.

The Hip School staff did not offer her the chance to watch the video that was being shown at the start of the Hip School class again as the new group of patients were coming in.

Story from NHS Choices

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Response from Administrative Support Assistant, NHS Leeds

Thank you for sharing your story on Patient Opinion and I am sorry for the delay in responding.

I was disappointed to read about the problems your mum had when she attended her appointment.

I shall pass your comments onto the Patient Relations Manager at the hospital.

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