"World class medical care in a hectic..."

About: Royal Brompton Hospital

What I liked

I like the level of expertise and the sure knowledge you are getting world class medical care. I like the system for chest x rays where you aren't required to sit around for ages in a horrid gown. I like the speed of getting things done once you are there. The medical staff have all been exemplary - neither patronising or dismissive. It felt like they had time to listen. Reception staff in admin were charming and helpful despite being frantically busy.

What could be improved

Gowns could be provided in x ray.

Get rid of institutional care - ie everyone gets weighed in public regardless of any clinical reason. Staff bemused but accepting when I refused but I had to be quite assertive.

Mainly improve co-ordination of tests and appointments. i was told to make an appointment for echo and lung function tests and a return appointment in three months time. Because of inadequate resourcing in lung function tests dept they couldn't for me in for seven months. This meant my return appointment and echo were also delayed until the seven month date as it costs over £100 to get to Brompton and I am not about to turn up to a clinic just to be told we need to have lung function tests done before we can make a diagnosis. This wasn't a one off. I tired to get lung function tests for this appointment and was offered a slot three months after the clinic. I eventually managed to get my GP to arrange for local hospital to do them and fax the report across but it took lots of chasing. In fairness, the admin side at the Brompton must have been efficient to tie up my faxed results with my notes.

Anything else?

Take a nurse off the clinics and put on an extra receptionist. people who are struggling to breathe are queuing for ages to see a very hassled receptionist who is clerking people in and answering phone and making appointments. Clinic nurses are not doing very much apart from chatting and weighing people - which as said above isn't necessary in many cases.

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Responses

Response from Royal Brompton Hospital

Thank you for taking the time to give us feedback and for your comments. We are very pleased to hear that care from medical staff treating you was exemplary. Staff are always very happy to hear positive comments about their work so we will make sure those involved are made aware of your views.

We were very sorry to learn of your issues. We pride ourselves in providing a high standard of care and it is extremely disappointing to hear of your unhappiness. Delays in re-booking appointments can occur if a particular specialist is required, but our aim is always to make sure patients get another suitable date as soon as possible. We trust your next visit with us will be more satisfactory.

If you would be prepared to contact PALS on: 020 7349 7715 or pals@rbht.nhs.uk we would be pleased to investigate your issues. Please do get in touch.

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