"Upsetting visit to Princess Royal Health Centre (CaSH)"

Dear twood

Thank you for posting details of your experience and may I apologise for the fact that you found your visit upsetting. This is of course the last thing you or Locala want. Please be assured that all the issues raised in your posting will be investigated and I will provide a repsonse on here as soon as the investigation is completed.

In the meantime, if you would like to speak to me in person, please contact me on 01924 351440.

Thanks

Gemma

Dear twood

Further to your posting on Patient Opinion, Sheena Kelly (Senior Infection Prevention and Control Nurse) visited Princess Royal and provided an update to Mark Marshall, Service Manager. Mark also investigated the issues raised and would like to issue the following response;

"Firstly I would like to apologise for your recent experience of our CaSH service. We have made every effort to speak to those who may have been involved in the delivery of your care. Although we do not have your details, things within your post resonate with some of the staff members so we have been able to investigate to a limited extent.

In terms of the waiting area, unfortunately this area is shared by other services and we cannot always control who is using it. However, all receptionists have been reminded that there are things they can do to maintain patient confidentiality and we are currently exploring the use of an automated "booking in" computer system for appointments to enhance confidentiality.

Whilst we strive to run our appointments to time, occasionally they can run over; for example if there is an emergency or if a consultation is more complicated. However, we now have a system in place to ensure that if the waiting time exceeds ten minutes then patients will be made aware so that they have the option to wait or re-book. With regards to the nurse "chatting," part of the nurse’s role is to try and make clients feel comfortable and perhaps that was what she was trying to do. We would expect this of our nurses.

The receptionist asked the young people in the waiting room to quieten down as other patients, who were also waiting, could find it intimidating. The receptionist did not mean that you had been intimidated personally and would like to apologise if it came across that way.

Again, our apologies if your name was called incorrectly. It is believed that the nurse called out your middle name instead of your first name. We have asked staff to be vigilant when calling out names.

In terms of the door not being locked this is standard procedure in case of emergencies. However, dignity and privacy is of our upmost concern and any member of staff wishing to access a consultation room where the door is closed knock first and wait for a response. In relation to members of the public, we have a newly installed door lock access along the corridor that leads to clinic rooms restricting access to staff only.

With regards to infection control, our Senior Infection Control Nurse has been out to visit Princess Royal and has gone through with staff current procedures and made recommendations for change which are being implemented.

As a service we are happy to receive feedback and always strive to improve our services. Your feedback has helped us to put changes in place to improve things.

Thank you again

Mark"

Dear twood

Mark Marshall would like to respond as follows;

"As mentioned in the previous response, without actual patient details it is difficult to invetsigate fully, therefore there may be some inaccuracies (like the name called).

With regard to the "staff knocking on doors", rooms would only be accessed in case of an emergency. Staff do not walk in and out of consulting rooms when patients are being treated and may I apologise if my response led you to believe otherwise.

Thank you again for sharing details of your experience. All posts are used to inform service delivery.

Mark"