"My visit to the Whittington"

I was referred for X-rays and bloods.

Xray 

- the receptionist was warm and she explained the process clearly

- there’s an undated paper notice stuck up on reception apologising for delays because of staff shortages. That was a bit discouraging to see

- I am impressed with the buzzer system to call you

- I felt the students should have been told about the value of #mynameis and the time to use it is at the start. 

- they are learning so it’s fine the man in scrubs ushered the next patient in whilst I was still in the room but it makes you feel like you’re holding them up and I’m not even challenged with poor mobility. His actions meant I saw that neither he nor his colleague cleansed their hands even with alcohol gel between patients which I felt the radiographer in the room with them should not have let happen.

You’re told your GP will hear in 3-5 days. That seems like a long time for reporting and when I asked if there’s a GP portal I was shocked to hear there isn’t- I feel sorry for the services and patients of Islington when I know our neighbours in Hackney have one.

- they have a table with cards on in the corridor for feedback but I wasn’t told about it nor encouraged in any other way to use it. There’s no “you said we did” displayed that would make me think patient feedback is being listened to or being used. Perhaps I missed that?

Phlebotomy 

- a very efficient queuing service but there’s nothing that helps people on their first visit know there’s no reception or that you have to ask someone standing in front of the button to move so you can get a ticket number. I think that if I had cognitive impairment I would be at a disadvantage. It would be good to ask some accessibility friends to walk the journey to see how accessible they found it

- as it happens I’ve been before so know where the “button” is and the table in the back corner with patient feedback cards.

- it was about a 30 minute wait. I was greeted and positively identified by a phlebotomist who told me his name. The #mynameis didn’t have a name on just a picture about smiling. I can see it might be well meant but some people having bloods taken don’t feel like smiling 

- Again nobody mentioned feedback and the table is inaccessible I am really disappointed that the FFt cards are in a place where a wheelchair user couldn’t access them because of the configuration of the chairs and even a nimble person has to step over legs and bags to reach it.

- as above regarding lack of anything to indicate you read the cards or use the information in any way.

General comment- has anyone got a plan to replace the broken lock in the ladies loo in the canteen (loo nearest the door) there’s no sign to indicate anyone knows it’s broken let alone when it will be fixed.

I am sorry if this reads a bit negatively- it is genuinely meant to support those people interested in the patient Experience and what might make you an outstanding organisation rather than good. 

Overall I would recommend The Whittington based on my experience. You’ve obviously invested in kit to streamline waiting areas and make them less stressful and I applaud that.

I think it’s fantastic was given a referral this morning just after 9 and had been and had the tests before lunchtime with no annoying bookings process at all. It will be even better when Islington  GP’s can save the trees and do an electronic referral and have a portal to see results. I hope that the CCG have that on their plan?