"Breast Clinic"

About: Bedford Hospital South Wing

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Yesterday I had to take my 92 year-old mum to the breast clinic to check on a lump in her breast. Naturally she was a little stressed and anxious. When we arrived at the hospital outpatients' entrance we looked for the Breast Assessment department as stated on her appointment letter. None of the signs directed us there. We made our way to the ultrasound area. there was no receptionist but a helpful assistant tried to give us directions but admitted he had only been to the Assessment department once. We finally reached the main entrance reception where we were told to go back to the outpatients' entrance and take the lift. Did I mention my mum is 92? We took our second long walk back the way we'd come. When we arrived at the Breast Clinic there was no receptionist at the desk, no one with whom we could check that we were in the right place. She eventually arrived and after that I can say that Mum and I were very impressed with the rest of the procedures she had to have done. All staff were calm and caring and made sure Mum ( and I ) fully understood what was going to happen. We have nothing but praise for all of them. Although we were there for over 3 hours we came away feeling that Mum had been thoroughly checked over and listened to and, thankfully, she was given the all-clear. I would suggest that the hospital : . make it clear on appointment letters where the appropriate area can be found . ask receptionists to leave a note on their desks saying approximately when they will be returning These small changes would, I am sure, go a long way to alleviate some of the stress and tension that naturally accompany these appointments.

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Response from Bedford Hospital South Wing

Hello, Thank you for taking the time to let us know about you and your mother's experience at Bedford Hospital. It is always helpful to receive feedback, whether it is positive or constructive criticism, and your message fits both categories. You don't say what time you came to Bedford Hospital so I don't lknow what the situation was with the ultrasound reception on December 30th. However our appointment letters should state which reception to come to, and all maps of and in the hospital should clearly state the location of our various receptions. Apologies if this was not the case. I will pass your comments on to the appropriate teams, I am sure that they will all appreciate your taking the time to get in touch. If you would like to discuss this or anything else further, please feel free to get in touch directly. Thank you once again for sharing your experience at Bedford Hospital on NHS Choices. Ben Raza Senior Communications Officer Bedford Hospital NHS Trust ben.raza@bedfordhospital.nhs.uk

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