"I attended the Breast Care Unit ..."

About: Castle Hill Hospital

(as the patient),

What I liked

I attended the Breast Care Unit for a diagnosis and treatment of a breast lump. This is obviously an extremely anxious time for all patients and their loved ones. The medical staff showed exactly the right balance of courtesy, consideration and friendliness. All the staff knocked on doors before entering, introduced themselves, used my name frequently whilst talking to me, maintained eye contact, and were completely respectful in conversation. I had a mammogram and ultrasound and a small medical procedure - and the professionalism of everyone involved was exceptional.

What could be improved

The waiting room was rather hectic - noisy, hot and muggy - when I arrived. The reception staff did try to alleviate this by opening doors to bring in some fresh air. In my view, the number of people accompanying patients should be limited and children should not be allowed in this unit.

Reception staff looked smart in their uniforms and were efficient - although not as warm and friendly as the medical staff.

Parking charges have been upsetting us all since they were introduced; it's still a disgrace to make distressed people pay to park at a hospital. Surely day patients could be issued with a numbered permit or token when their appointment letter is sent.

Anything else?

Castle Hill is an excellent hospital. I hope that the executives ensure that they do all that is required of them to maintain the high standards of medical practice and the culture of patient respect.

Story from NHS Choices

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