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Concerns about reception area

Posted By amac

"Concerns about reception area"

About: Lauriston Building

(as a service user),

I’m a regular attendee at the Audiology & ENT Dept at Lauriston.

I find the reception area construction very unwelcoming & the huge barrier of the Covid glass shields means that communication with the reception desk staff is very hard for everyone but especially for those who are hard of hearing (which is many in this waiting area).

Today whilst sitting in the reception area I yet again sat whilst staff shouted through the screens at patients, asking for date of birth of each person & occasionally people’s home addresses. Patients subsequently had to raise their voices in order for staff to hear their response.

I don't think I should be able to hear this information or have my information broadcast across the waiting room. Surely this is against GDPR legislation?

The staff try very hard but how can people who are hard of hearing cope with this? Surely there is some way to communicate with these patients other than shouting. Take down the screens & maybe provide a prompt sheet for those who can’t hear. It really is not acceptable, in my view. 

I do though have to say that the balance treatment that I receive as a patient is superb & cannot be faulted. 

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Responses

Response from Ann Meldrum, Personal Assistant, Outpatients, Lauriston Building - NHS Lothian about a year and a half ago
We are preparing to make a change
Ann Meldrum
Personal Assistant, Outpatients,
Lauriston Building - NHS Lothian

Submitted on 17/10/2023 at 11:56
Published on Care Opinion at 12:10

Thank you very much for your positive and constructive comments. We are aware that post Covid we do need to have a further review around the use of face masks and perspex screens in the Audiology and ENT reception areas, all whilst maintaining the safety of our patients and staff.

I have had discussions with our Audiology Head of Service and he has advised that he is in regular talks with the reception team around this guidance and how best to support patients and staff in the reception environment. I will initiate a further meeting with our colleagues in Health and Safety and Infection Control to progress this.

It is extremely positive to read your comments around your balance treatment and I will ensure that the staff are aware of your comments and feedback.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Ann Meldrum, Personal Assistant, Outpatients, Lauriston Building - NHS Lothian 16 months ago
Ann Meldrum
Personal Assistant, Outpatients,
Lauriston Building - NHS Lothian

Submitted on 18/12/2023 at 15:09
Published on Care Opinion at 15:37

I just want to touch base to advise that this is still an active project in the Audiology/ENT reception area. In order to keep our own staff safe, the Perspex screens must remain in place at the moment. That said, we have a loop system installed and will undertake a further maintenance check on it to ensure that it is operating as should be. There are also further discussions around additional assistance to aid communication and privacy whilst attending our clinics. This will be ongoing but want to confirm that this concern has been taken very seriously and we are still taking positive action to assist our staff and patients within our Audiology/ENT reception area.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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