"Nurse spoilt experience."

About: Shepton Mallet NHS Treatment Centre

My appointment for forthcoming surgery was at 13.55 all went smoothly in the various departments I.e x-ray department,blood pressure etc then all came to a halt at 3.30pm I was to see a nurse who would fill out an online form with my details. Other potential patients came and went despite my constant asking at the desk area I was still waiting to see a nurse at 5pm even staff were going home.

At 5.10 they finally called my name and took me into their office,by this time I was not in any frame of mind to question why the delay but they had a freshly made cup of tea on their desk.

The surgeon who performed my operation was very professional and I would like to thank them and their staff for a pleasant experience and successful operation and pre and post op care nothing was too much trouble.

It is a shame that the above nurse spoilt that.

Story from NHS Choices

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Response from Shepton Mallet NHS Treatment Centre

Dear Mrs Paul

Thank you for taking the time to leave feedback regarding your experience with us.

I am sorry that the otherwise satisfactory service has been marred by one staff member. I have brought your feedback to the attention of the OPD manager and asked her to share this with her team.

Delays do sometimes occur even with the best laid plans, and I would like to offer apologies that on the day, the communication to you regarding the cause of the delay was not forthcoming and also that you were not kept informed of how much longer you would have to wait.

I do hope that you have made a good recovery from your procedure, but if you have any further concerns, please do not hesitate to contact us.

Kind regards

Trudy Craig RN

Patient Quality and Safety Manager

T: 01749 333743

Trudy. Craig@careuk.com

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