"good medical staff, no concern for..."

About: Royal Preston Hospital

What I liked

I had a skin complaint. It was healed by the treatment offered.

My condition was described carefully to me, treatments discussed, and the outcome very satisfactory. I am very grateful for the expertise of the doctor in my treatment.

However, the process was very poor, see below.

What could be improved

I had an appointment at 12:40 (on 12th July 2011) I was not seen until 13:40.

1 On entering the Fulwood Suite, there was no indication of what to do next, who to report to, or who was in charge. I sat down to wait.

2 There was a list of names on the notice board. The doctor was clearly shown. However, there was also a list like with abbreviations. I have no idea what these abbreviations meant, or who was running the process.

3 during my 2 hour wait, there was no indication from staff as to:

a) what had caused the delay (we would all have understood if there had been a medical emergency, or even if the Doctor had been delayed in traffic) or

b) how long we might have to wait. I had important appointments elsewhere, which I had to delay without bing able to say when I would turn up, so others were wasting time as well as me.

On a train there are frequent announcements if there is a delay: eg 'wrong kind of snow, 20 mins delay'.

4 The notice in the Fulwood Suite said 'please do not use mobile phones'. How are patients to report a delay to others? (I went into the corridor - I have no idea if that was allowed, or a probem for the hospital)

All of these omissions reduce the patient to a cyfer: we are just expected to sit and take it like we are not important. One does not like to complain in case it prejudices one's treatment, or causes additional trouble for staff doing more important things. I may say, however, that the Doctor was very helpful

Story from NHS Choices

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