"I am shocked that any public "Service" is allowed..."

About: Cumberland Infirmary

What I liked

Nothing about my visit pleased me

What could be improved


General respect for your customer

Anything else?

I arrived at your main reception and waited for the recepionist to finish writing a personal greetings card before looking up at me with disdain and demanding "Yes". She gave me directions to x-ray where I arrived at 0847 (2 minutes late for my appointment). I was directed to a seating area which already held one other patient - I waited. In fact I waited 25 minutes while listening to your staff enjoying a personal conversation. I was eventually given an apology: "sorry to keep you waiting". It was delivered as though it was given to everyone as a matter of course and certainly did not sound remotely sincere. I was shown into a room containing the necessary equipment and no fewer than three women. 4 minutes (2 x-rays) later and, only after I asked, I was informed that my GP would receive the results of my x-ray "in about a week". I was horrified and this obviously showed on my face, as I was then told that this period might be shorter.

I am obviously not impressed by this "service" ( I use that word loosely)

There is no acceptable excuse for this department being so far behind with their appointments at such an early hour. It seems that your facility is severely lacking in professional discipline.

I have no doubt that some swift lessons in time management ( and a good talking to) would be of great benefit to your facility and, indeed the NHS in general.

I do not believe that this was an isolated incident.

Both staff and managers are seriously under-performing. My experiences today demonstrate a lack of internal discipline and show the NHS in a very bad light.

Many other professions are subject inspection, both open and covert, perhaps it is your turn.

Story from NHS Choices

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Response from Cumberland Infirmary

I am grateful to you for contacting us about this , and am disappointed to learn that the standard of care that you received on the day fell so short of our standards . This is very important feedback for us and we will ensure that it is addressed both at a managerial level within the organisation ,and at a practitioner level to ensure that lessons are learned and changes implemented. As an organsiation we are making great strides in improving the standards and quality of care, and are grateful to you for highlighting these shortcomings in this area,on this occassion. With regards and thanks

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