"Oscopy tests at John Radcliffe Hospital"

About: John Radcliffe Hospital / Gastroenterology Oxfordshire PCT

(as a relative),

Overall a positive experience. I was accompanying the patient for some important 'oscopy tests.

Plus points - competent and sensitive clinical care, with good feedback of the results and a clear explanation & printed results sheet. The 'two-week wait' nurses (Julie and Donna) were helpful and responsive to questions in the days before the tests. Waiting rooms and clinical areas are recently refurbished / decorated, and though in the bowels (sorry) of this 1970s hospital monolith, the environment is pretty good. The coffee shop in the West Wing is also pleasant - good latte.

Less positive - patient aware and awake during the tests, in some discomfort. Level of sedation seemed minimal. Other patients we know about who've had same test have been pretty much 'out of it' during the tests.

Scheduling and waiting: we were asked to arrive at 10am for a 10. 30 appointment. Patient called in to see nurse at 10. 30, but didn't go in for the tests until about 12. 00. Finally out at 2pm. Not a big problem, but it feels a pretty rudimentary approach to how patients are scheduled, with longer waits than necessary. Patient felt like they were being 'processed through' without a high degree of responsiveness to particular patient history - checklist preparation. Getting confirmation of the appointment time was also difficult, not sure if it was the Booking Bureau or the Dept that was actually responsible for confirming the appointment.

Not the fault of the hospital, but the GP practice (Summertown Health Centre) took 2 working days to fax the referral - patient seen on the Friday but they only sent referral on the Tuesday. For a 2-week wait appointment this is v poor. GP also gave patient a leaflet which mentions cancer, without any discussion with the patient during the appointment about checking for cancer.

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Responses

Response from Oxford University Hospitals NHS Trust

We are very pleased that you feel that your visit to the John Radcliffe Hospital was a positive experience overall, particularly that the medical care received by your companion was sensitive and that everything was clearly explained.

However, we are very sorry that you also had these concerns, and would like to invite you to contact us in person so that we can look into them further. Do please feel free to contact our Matron Julia Wood on julia.wood@ouh.nhs.uk to discuss this with us.

Our patients' experience is so important to us, and your feedback is vital in helping us to improve the service we provide.