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Lack of a receptionist

Posted By Jeslb79

"Lack of a receptionist"

About: The Ulster Hospital / Endoscopy Unit

(as the patient),

I had an endoscopy on Saturday morning. I was very nervous and when I got to the hospital there was no receptionist on which was really upsetting as I didn't even know if I was in the right place.

I feel this should be addressed as it causes sever anxiety to patients who are already anxious over their procedures. 

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Responses

Response from Conor Campbell, Senior Manager, Assurance and Improvement, South Eastern Health & Social Care Trust 12 months ago
Conor Campbell
Senior Manager, Assurance and Improvement,
South Eastern Health & Social Care Trust

Assurance and improvement

Submitted on 05/06/2024 at 12:14
Published on Care Opinion at 12:14

picture of Conor Campbell

Dear Jeslb79

My name is Conor Campbell. My position is Senior Manager, Assurance and Improvement with a leading role in improving the service user experience - which includes responding to any person who tells their story through Care Opinion in order to help the organisation learn and improve.

I am very sorry to learn of the difficulty within your recent experience at Endoscopy Unit.

I apologise to you for the impact that this shortcoming has had on your care experience. Your exact point has been raised by other service users and we have raised this concern to those leading this service for their attention and resolution. This session is not delivered by Trust core team who do use reception staffing for their services. I thank you for sharing your story and the learning / improvement opportunity afforded to us through this.

I hope that you are recovering well and keep well going forward.

Best wishes

Conor

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