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I and my two daughters are regular ...

Story from nhs.uk

"I and my two daughters are regular ..."

About: Uch at Westmorland Street

(as the patient),

What I liked

I and my two daughters are regular attendees at the outpatients' clinic. My older daughter has also been an inpatient.

We like the size of the hospital, being small and dedicated to heart conditions. The staff know us and look after us generally v. well.

What could be improved

As above, the staff are all extremely friendly, with the exception of one of the diagnostic reception staff who we don't find very welcoming! As a hospital receptionist myself I know how appreciated a friendly receptionist's welcome is.

Anything else?

Possibly out of the hospital's control, but some more disabled parking places nearby would be good, as it is quite stressful having to park in an ordinary bay, that is, if one is available, when having to be at the hospital for some hours.

The clinical staff are excellent and attentive, but since we have been asked to comment, I would say that we have at some time been seen by doctors whose accents have occasionally meant that we do not fully understand what they are saying and have to ask for clarification. This is not a criticism of their medical ability in any way.

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Responses

Response from Uch at Westmorland Street 15 years ago
Uch at Westmorland Street

Submitted on 03/06/2010 at 10:18
Published on nhs.uk on 04/06/2010 at 04:11

We are pleased to know that you and your family had a positive overall experience at the Heart Hospital. However we are also disappointed that you found that one of the Diagnostic reception staff was not very welcoming. This has been fed back to the manager of this team who has met with our receptionists to highlight the importance of welcoming patients and providing them with a positive and helpful service at all times.

We agree that more disabled parking spaces close to the Hospital would be helpful and we will continue to lobby the council for this. Comprehensive information on parking for Heart Hospital patients and visitors is available on request. We are sorry if you occasionally had trouble understanding the accents of some of the doctors. We continually stress the importance of clear communication to all medical staff.

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