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The check in process was very unnecessarily stressful

Posted By Devonmade

"The check in process was very unnecessarily stressful"

About: North Devon District Hospital / Fracture Clinic North Devon District Hospital / Radiology (X-ray)

(as a service user),

On arrival I was just asked my name (no hello or good afternoon) on which I was told I didn’t have an appointment. I tried to load my care app to show them the letter that stated I was due at radiology for an appointment in 10 minutes. It wouldn’t load and they didn’t try to offer help or look at my letters, just told me I was either in the wrong place or wrong day. As I was still trying to load my letter on Mycare, they did finally look at my letters to then sarcastically say when my appointment was, to which my reply was yes that is today! That’s is today’s date. They then tried calling someone whilst I was still trying to talk to them and they completely ignored anything I was trying to say. There was no apology, I was just told they had changed the clinic and it was no longer in radiology but fracture clinic, and how they now had to deal with every patient going to the wrong place this afternoon. Luckily I knew where fracture clinic was from a previous visit because they had no intention of pointing me in the right direction. 

On arrival at fracture clinic there was no receptionist and a note on the desk explained to check in on the computer. I did this and it then told me it wasn’t possible to use it to check in and I had to use the reception desk. I saw a nurse and asked her what to do she told me to just take a seat. So I did. When the receptionist returned (after my appointment time) I was then able to check in; meaning the whole clinic would’ve started late as they would’ve thought I was late to arrive. 

The appointment was then ok, a bit chaotic, but the check in process was very unnecessarily stressful. 

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Responses

Response from Gill Kite, Superintendent Radiographer/Radiology Governance Lead (Northern Services), Radiology, North Devon District Hospital (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 2 weeks ago
Gill Kite
Superintendent Radiographer/Radiology Governance Lead (Northern Services), Radiology, North Devon District Hospital (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

I am a Diagnostic Radiographer with many years experience of working, and imaging patients, in all areas of the Radiology department. I am also responsible for the governance in Radiology and so make sure that we are compliant with the many ionising radiation regulations that dictate what we can and can't do in radiology, keep the patients and staff safe and ensure we are practicing safely. I also deal with our policies and procedures and oversee compliments, complaints and quality.

Submitted on 25/09/2025 at 12:51
Published on Care Opinion at 12:51

picture of Gill Kite

Dear Devonmade,

Thank you for taking the time to leave feedback following your visit to radiology and fracture clinic. I am sorry for your experience and completely understand your frustration; it is absolutely not the greeting that we would expect any patient visiting radiology to receive and I can only apologise for any unnecessary stress it has caused.

I have escalated your feedback to the admin manager and please be assured that we will be discussing it further this week as a senior team and ensuring extra support and training as necessary for the reception team as well as a review of the processes for when clinics are moved to different areas of the hospital at short notice.

Kind regards

Gill

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Response from Jane Woods, Head of Records Management (Eastern Services), Health Records Department (Eastern Services), Royal Devon University Healthcare NHS Foundation Trust 2 weeks ago
Jane Woods
Head of Records Management (Eastern Services), Health Records Department (Eastern Services),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 26/09/2025 at 09:55
Published on Care Opinion at 09:55

Dear Devonmade

Thank you for your feedback in which I note you mentioned you had problems logging into MY CARE. I'm guessing that was possibly a problem with the signal - I'm not familiar with the location of the X-ray Department at North Devon Hospital. If, however, you continue to have problems please don't hesitate to contact the MY CARE Helpdesk on 01392 404664.

I note that Gill has responded to you with regards to your actual complaint regarding your experience of the reception desks and she is going to escalate this with the appropriate teams. It is important that we get this right as this can set the tone for the rest of your visit.

With kind regards

Jane

Head of Records Management

MY CARE Patient Portal Helpdesk Lead

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Response from Debbie Moore, Healthcare Assistant Fracture Clinic (Northern), Fracture Clinic - NDDH (Northern Services), Royal Devon University Healthcare NHS Foundation Trust 2 weeks ago
Debbie Moore
Healthcare Assistant Fracture Clinic (Northern), Fracture Clinic - NDDH (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 29/09/2025 at 22:59
Published on Care Opinion at 22:59

picture of Debbie Moore

Dear Devonmade,

Thank you for taking the time to leave feedback for our services.

I’m sorry your visit incurred unnecessary stress and frustration.

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