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Not satisfied

Story from nhs.uk

"Not satisfied"

About: St Peter's Centre

Not the best experience in the St Peter’s audiology department. As an hearing impaired individual, I do not wish to be disregarded due to my lack of hearing. Very difficult to make an appointment as some professionals came across rude and arrogant. Audiology department should be about communicating effectively and making the service accessible, but unfortunately some people may need more training in that topic... especially when having to deal with hearing impaired individuals.

Due to my experience, I was very upset and disappointed with the service as I had been using the service throughout my whole life.

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Responses

Response from St Peter's Centre 3 years ago
St Peter's Centre

Submitted on 15/02/2021 at 11:24
Published on nhs.uk at 15:47

Thank you for taking the time to share your experience on NHS Website regarding the difficulties of making an appointment with the Audiology Department at St Peter's Health Centre.

I am extremely sorry to hear of your recent experience and have fed your comments back to senior staff within the department and the Deputy Audiology Departmental Lead who are very sorry your experience at St Peter's wasn't as you expected.

We understand in these difficult times the changes to accessing the service to keep everyone safe can be very frustrating. We are continually evolving the service to make accessibility as safe and easy as possible regardless of any hearing difficulties. Kind, respectful and informative communication is essential with all our patients and we are very sorry you felt you didn't receive this. Considering your comments, we will at our next staff meeting include some updated training on key skills with patient communication. If you would like to discuss this further or require any other information, please don't hesitate to contact us and we would be more than happy to help.

If you would like to provide further information about your experience you can contact the Patient Experience team. You can contact me (Sarah Ridehalgh) on 01254 734471 or by email at patientexperience@elht.nhs.uk

Or if you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further.

Many thanks again for taking the time to provide your feedback.

Sarah Ridehalgh

Patient Experience Facilitator

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