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Care Opinion

Confidential information on screens

Posted By Devon man

"Confidential information on screens"

About: Bideford Hospital

(as a service user),

I visited Bideford Hospital Physiotherapy Dept and was directed to a self Book-in machine. On the screen was a previous patents Name, telephone numbers. I tried to clear the screen by using the back button with more information appearing. Eventually I succeeded.

I the started to proceed with the self-book-in. Initially it was fine with sufficient details to confirm who I was and time of my appointment.  I was then asked a number of questions, basically a survey regarding my health. It was lengthy and I felt concerned as there was a lady waiting to book in after me.  I eventually completed the questions although some of the answers required details not to hand so I made the answers up. I then sat down in the waiting area.  

The next lady then started to book in.  However before she could complete the lengthy book in process she was called in, leaving the machine with her details on show.  I went to the machine and cleared her details.

My concern is that this was not just a self-booking in facility, but a survey that was totally unnecessary, complicated for the elderly and resulted in personal details available for others to see (Where is the data protection!) This needs to change to a pure booking in service only. 

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Responses

Response from Lisa Townsend, Patient Feedback Lead, Patient Experience Team, Royal Devon University Healthcare NHS Foundation Trust 4 months ago
Lisa Townsend
Patient Feedback Lead, Patient Experience Team,
Royal Devon University Healthcare NHS Foundation Trust

I take patient feedback and work with all departments at Royal Devon University Hospital NHS Trust to implement service change and improve the patient experience.

Submitted on 02/01/2024 at 14:00
Published on Care Opinion at 14:00

picture of Lisa Townsend

Dear Devon man

Thank you for your feedback relating to your recent experience using the book-in machine at Bideford Hospital. I have forwarded the issues you have raised to the team that manages the kiosk for them to investigate.

Thank you once again for highlighting this, it is appreciated.

Kind regards

Lisa

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Response from Jenna Jagodzinska, Advanced Physiotherapist and Clinical Educator Lead (Northern Services) Bideford Hospital , Bideford Physiotherapy Outpatients (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 4 months ago
Jenna Jagodzinska
Advanced Physiotherapist and Clinical Educator Lead (Northern Services) Bideford Hospital , Bideford Physiotherapy Outpatients (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 09/01/2024 at 09:25
Published on Care Opinion at 09:53

Dear Devon Man,

Thank you for your valuable feedback about the confidentiality issues with our checking in system at Bideford Physiotherapy Department.

We will put up a sign to remind patients to clear their personal information from the screen after they check in.

It would be really useful to speak to you more about this, to see if we can make further improvements. If you would be happy to be contacted please call 01271 322 378 (physio Admin) and leave your contact details and I will call you back as soon as I am free.

Thanks again, your feedback is really appreciated.

Jenna Jagodzinska

Senior Physiotherapist Bideford

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Response from Lisa Townsend, Patient Feedback Lead, Patient Experience Team, Royal Devon University Healthcare NHS Foundation Trust last month
We have made a change
Lisa Townsend
Patient Feedback Lead, Patient Experience Team,
Royal Devon University Healthcare NHS Foundation Trust

I take patient feedback and work with all departments at Royal Devon University Hospital NHS Trust to implement service change and improve the patient experience.

Submitted on 11/04/2024 at 16:13
Published on Care Opinion at 17:02

picture of Lisa Townsend

Dear Devon Man

I just wanted to update you on the outcome following your recent feedback. We have looked into the concerns that you have raised and made some amends to improve the booking in process on the kiosk system.

Thank you again for taking the time to leave valuable feedback, it is appreciated.

Kind regards

Lisa

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