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"Patient automated check-in process"

About: Cheltenham General Hospital

(as a service user),

I was at a recent appointment in outpatients for a hospital appointment in Gloucestershire. They have migrated to electronic checking, and done away with receptionists. However, I feel that the application has gone to a point of really poor UX - it takes about three times as long to check in, the buttons are not in an intuitive order, and it is very repetitive. 

More importantly, I believe the new app is in breach of patient protected data privacy law - as it broadcasts to the entire outpatients all your personal details, including postcode, address, home and mobile number, date of birth, and more - none of which are required to be held or required for attendance at an outpatients appointment. Several of these come under special category data, and the trust should know better - and is not above privacy law. 

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Responses

Response from Rebecca Fell, Patient and Carer Experience Improvement Manager, Patient Experience, Gloucestershire Hospitals NHS Foundation Trust 7 hours ago
Rebecca Fell
Patient and Carer Experience Improvement Manager, Patient Experience,
Gloucestershire Hospitals NHS Foundation Trust

Carry out improvement work for our patients to help ensure they receive the best care and experience when visiting our hospitals

Submitted on 15/10/2025 at 15:50
Published on Care Opinion at 15:50


Thank you for your valued feedback. I have forwarded this onto the correct department for their information.

Please get in touch with me at any point if I can assist any further.

Kind regards

Becky Fell

rebecca.fell2@nhs.net

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