"Left waiting"

About: Queen Alexandra Hospital

Recently visited ENT 17.09.2014 and having checked in using the Patient Check-In Kiosk situated at Level A received ENT Call Number which gave appointment time and date printed. Arrived in department and was seen within 15 minutes of appointment time. Was told that needed an up to date hearing test and subsequently sent to Audiology for testing. Told I would be seen again after test and to take a seat back in the waiting area of ENT. Remained seated whilst additional patients were seen. After 30 minutes had passed spoke with Receptionist and whilst speaking the individual I had seen came out to reception where the Receptionist spoke with them. They apologised and said that they had forgotten about me and then proceeded to discuss my hearing test results and further actions for all to hear. Surely with this new Check-In system there is some way that it can be adapted so that when patients are sent to other department/sections for further examination/testing the same Call Number can be re-activated prior to transfer. In addition for a department which treats patients with deafness/hearing loss it would be nice if staff faced the patient when speaking that way it is possible that the patient may understand what is being said to them. This also applies to Audiology staff as when having the hearing test the member of staff was sat adjacent to me and speaking at various stages of the test. In the end I had to draw their attention to the fact that they needed to face me when speaking. In all I was at the hospital nearly 3 hours and incurring increased parking charges. Not good enough!!!!

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Response from Queen Alexandra Hospital

Thank you for taking the time to write in and share your feedback regarding your recent experiences within the Head and Neck Department at Queen Alexandra Hospital. We are sorry to learn that you were not fully satisfied with your experience and completely agree with you that body language, facial expressions and the directions that staff members are facing are key aspects of care within the Audiology Department. Please be assured that we will of course pass your comments on to the relevant staff for their information and learning purposes. However, if you remain unhappy then please contact our PALS team at PHT.Pals@porthosp.nhs.uk as they would be more than happy to discuss this further with you.

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