"Nice people, good care, processes need improvement"

About: Kingston Hospital

What I liked

We were seen quickly in paediatric A&E,

We were pleased that an understanding doctor overturned an earlier decision to keep us in paediatric A&E and allow us to return home. She understood that we were capable of managing our daughters condition at home now that her condition had stabilized.

What could be improved

The hospital pharmacy is in dire need of redesign. The staff try their best and are very polite with patients who are getting increasingly annoyed at delays. The process could be so much better with some simple redesign. Why not use text messaging to alert patients when their prescriptions are ready? It would mean that tiny waiting room would be much less crowded and people could instead wait in comfort in the cafe. It also seems ridiculous to print out an electronic prescription and get the patient to walk it over to pharmacy when the same information could be emailed in seconds.

Story from NHS Choices

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