"Paediatric check-up for my son - Fab Staff saved..."

About: Lister Hospital

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Since having been hospitalized on Bluebell Ward in July, my son was due his check-up with the doctor in late September. The appointment had already been rescheduled by the NHS once so when we were told upon check-in that our appointment had been cancelled entirely I did feel a strong urge to be angry - especially as we had driven all the way to QE2. But I never had to: the doctor's secretary took ownership of the problem right away. She spoke to the doctor who kindly found room in her busy schedule to see us. The secretary and auxiliary nurse then managed to locate my son's files and have them delivered to the doctor in time for our appointment! The doctor was as always very kind and caring. She takes a real interest in her patients and takes her time to explain what is going on, why we have to do certain things and how we should do it. Bearing in mind this appointment didn't exist in the NHS system she took almost 40 mins out of her schedule to deal with my son's issue. We left feeling extremely well cared for and immensely impressed by the team work and initiative shown by the secretary, the aux. nurse and the doctor.

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Response from Lister Hospital

Whilst sorry to hear of the appointment cancellations, we were pleased to see how our children's services colleagues recognised the problem that this was causing for you and your son, and sorted it all out ofr you. It's the taking of responsibility for the benefit of our patients that is helping to transform our service in to one where the patient comes first. Thanks for taking the time in sharing your experience and for your kind words, which are making their way back to the team as we type!

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