"No data privacy when booking in"

About: University Hospital Wishaw / Accident & Emergency

(as a parent/guardian),

I had to attend with my 8 year old child following a minor injury sustained to their chin yesterday afternoon.  They were very scared and the team made them feel safe and at ease when they had to receive treatment.  We didn’t need to wait too long at all and were seen within the hour which was great.  

Overall we had a very good experience but I would like to provide some feedback when navigating on arrival as I felt the signage could be better in terms of social distancing, for example where to go and where to stand at reception.  I also felt that the staff on reception, whilst I sympathise with as they do have a tough job, but felt that the manner in which they deal with the public is quite curt.  

I myself was asked to stand behind the line and not on it despite both myself, my child and the receptionist wearing masks, being quite far apart and having a glass partition in place.  I was confused at first as I couldn’t see a line but soon realised that the staff member meant the blue pattern line on the floor (which is part of the decor).  I would think some hazard tape or proper ‘please stand here’ stickers would do the trick better.  This happened with every other patient following us, with the member of staff getting more frustrated and rude as time when on.  

I would also add that there is no data privacy when booking in because of this, all our personal data including my childs name, home address, date of birth, doctor practice, where they went to school was all announced very loudly for all the waiting room to hear, which makes me rather uncomfortable considering this is such confidential information.  
As I said overall our experience was excellent and we had great care but I do think some further considerations need to be made within the reception area and admin service to allow a smoother transition to our new normal, as much as these are unprecedented times I don’t think we should let standards slips, particularly data confidentiality.

Thank you for your time.


Response from Andy Pender, Senior Nurse, Emergency Medicine, University Hospital Wishaw, NHS Lanarkshire 4 days ago
Andy Pender
Senior Nurse, Emergency Medicine, University Hospital Wishaw,
NHS Lanarkshire
Submitted on 30/07/2020 at 15:40
Published on Care Opinion at 15:40

picture of Andy Pender

Dear Hobbit 547,

Many thanks for taking the time to post your experience of your visit to the ED with your child.

I was pleased to read that the team reassured her and reduced the fear that she felt and that the wait was not too long for you and overall the experience was positive. I will ensure that this is passed onto the team.

Thank you also for raising issues in respect to the environment within ED and I am pleased to update you that an environmental audit has been complete and floor markings, reception lines and posters are on order to help us support patients and social distancing within the ED. The ED has faced several transformations over the passed few months and this next phase has been reviewed in terms of what is required to maintain safety and to maintain confidentiality I am sorry that you felt that this was compromised and we will review our processes to reduce this risk.

I was sorry that you felt the receptionist was curt and please be reassured that this is not the standard we expect and I will ensure this is reviewed by the Reception Supervisor.

Once again many thanks for your positive comments that will be passed onto staff.

Best wishes


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