"Spinal Unit"

About: Ipswich Hospital

Pros (none)

Cons(many) dismal/uninviting waiting area.

Haphazard ticket system.

Unacceptable waiting time without apology (50 minutes).

No explanation of options.

No details about procedure.

Did not listen to patient's concerns or answer questions.

Did not consult merely told patient this leaflet explains the operation.

Recommendations: do brighten up the waiting area and make it more inviting.

Do streamline the ticket system so numbers are not random.

Do ensure patients are advised of delays and apologies given.

Do ensure nurses ask patients if they need assistance undressing (five of the ten minutes consultation included me assisting my partner to undress) the nurse having disappeared.

Do understand that a patient with a serious spinal condition cannot bend down to remove their shoes and socks.

Do understand that consultation is a two way process.

Do explain the options and procedures to the patient; just giving them a leaflet is unacceptable.

Do be prepared to answer the patient's questions.

Do take into account any other health problems the patient may have (in this case cancer) do not bring the pressures and stress of your work into the consulting room; this is not good for the patient.

Do engage with the patient and show some empathy.

Do not be dismissive or off hand.

Do smile it costs nothing.

Do ensure that the patient leaves feeling confident.

We do hope that our views/recommendations will assist in providing a better service to patients in the future.

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Response from Ipswich Hospital

Thank you for your feedback; I am so sorry that the service you encountered today fell below the service standard we expect to provide. We welcome suggestions on ways that we can improve the service we offer and I have forwarded your comments and suggestions to the clinical teams concerned and they have been scheduled to be discussed at the next team meeting.

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