"Extremely disappointing"

About: Royal Lancaster Infirmary

What I liked

Unfortunately, not a lot. I am now fearful of re attending this hospital in the future.

What could be improved

Customer service, communication, politeness, human decency, respect.

Anything else?

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 staff member saying "You may have a heart attack during this procedure, sign this disclaimer". I didn't even know her name.

The male nurse, who seemed to be struggling 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 on the treadmill through being exhausted the male 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 his 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 upset. I left their unit feeling totally let down and taken aback. On a further note I had not heard anything regarding my ECG test results over a month later which I had to chase up due to my local Doctor’s saying I’d have to contact the hospital myself.

I’d rate the whole service received as “0 out of 10”. In fact I am still very unhappy indeed about it nearly a year later.

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Response from Royal Lancaster Infirmary

Thank you for bringing this matter to our attention. It has been formally discussed at a department meeting. The Unit Team Leader is ensuring that all staff have attended the equality and diversity course and have read the Equality and Diversity policy

Should you wish to discuss this matter further please don’t hesitate contacting us as we would welcome the opportunity to speak with you on this matter. You can ring the Customer Care Department on 01539 716621

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 improve the services we offer and the experience our patients have whilst in our hospitals.

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