"Weak link in the chain..."

About: Castle Hill Hospital

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The clinical care in the Cardiology Outpaient Clinic was very good: nurses, auxiliaries, technicians and doctors all seemed to care about the patients - and know what they were doing.

The weak link in this department is in secretarial and admin processes. Somebody needs to apply the same person-skills training to these people that clinical staff receive.

Day 1: remember that you work in the NHS; the people you encounter are often vulnerable and potentially quite ill, so treat them with patience and care.

Day 2: If you make a mistake which impacts on the patient, take the time to apologise; it won't cost anything, will most probably be appreciated, and will save you having to read feedback comments like this on the website. I won't go on here; suffice it to say that there are severe lapses at this hospital.

Once again, very friendly and professional clinical staff.

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Responses

Response from Jackie Wileman, PALS Officer, Hull and East Yorkshire Hospitals NHS Trust

Dear Occasional Visitor,

Thank you for adding you comments to the Patient Opinion website. It is always a pleasure to receive such positive feedback and we will ensure that the staff concerned are made aware of these. However it seems you have some reservations and concerns over the secretarial and administration processes.

If you would like to discuss individual matters further with us, please do not hesitate to contact our Patient Advice & Liaison Service on (01482) 623065 or email on pals@hey.nhs.uk as we are always striving to improve our patients experience.

If you would like to become more involved in decisions about local healthcare, we are recruiting members. By becoming a member you receive our quarterly newsletter, find out more about your local NHS and help us improve local services. You can also attend our ‘medicine for members’ sessions and respond to questionnaires. You don’t need any special skills or experience to become a member; you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose.

For more information please either email your.nhs@hey.nhs.uk or telephone the Corporate Affairs office on telephone number (01482) 675165.

Thank you once again for taking the time to provide us with your views on local NHS services.

Kind regards,

Patient Advice and Liaison Service (PALS)

Hull and East Yorkshire Hospitals NHS Trust.

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Response from Castle Hill Hospital

Thank you for leaving your feedback on NHS Choices.

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