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The worst service ever

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"The worst service ever"

About: Royal Hallamshire Hospital / Ear, Nose and Throat

My first appointment was for 3.30pm in the afternoon but did not see Dr until 6pm (back in Sept 2016).

Yesterday my appointment was for 4pm and at 5pm I asked the reception desk on arrival is the a wait time and they said no.

At 5pm I question the receptionist on how long I will have to wait and again they failed to answer me. I said I will have to leave now and then preceded to leave notes on my file that I wished to cancel.

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Responses

Response from Deborah Hopkinson, Patient Experience Co-ordinator, Sheffield Teaching Hospitals NHS Foundation Trust 7 years ago
Deborah Hopkinson
Patient Experience Co-ordinator,
Sheffield Teaching Hospitals NHS Foundation Trust

Submitted on 12/04/2017 at 09:39
Published on Care Opinion at 15:05

I am very sorry to hear about the delays you have encountered. It is certainly not acceptable for the receptionist to not try to resolve your concerns.

We will be escalating the matter to the appropriate senior manager but we would also like to respond to you personally. Could you therefore provide personal details to our Patient Service Team who will then raise a concern on your behalf. The team can be contacted on telephone number 0114 271 2400 or by emailing

pst@sth.nhs.uk

Thank you.

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Response from Deborah Hopkinson, Patient Experience Co-ordinator, Sheffield Teaching Hospitals NHS Foundation Trust 7 years ago
Deborah Hopkinson
Patient Experience Co-ordinator,
Sheffield Teaching Hospitals NHS Foundation Trust

Submitted on 19/04/2017 at 11:18
Published on Care Opinion at 15:51

Matron has looked into the reports made. Although staff cannot recall what occured in September 2016 she has been able to get an idea of what has happend more recently having discussed the comments with the nursing staff who were there that afternoon. The Staff Nurse is confident that she announced late times on all of the clinics that afternoon as there was more than one. The late times are also written on the clinic board. We are sorry that you were not aware of these announcements

In regard to the reception staff not answering the direct questions, this has been passed this on to the service manager who will be speaking to the reception staff team about the need to provide good customer care.

I hope that this response now resolves your dissatisfaction.

Thank you once again for providing your feedback which we hope will improve our patient experience.

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Response from Deborah Hopkinson, Patient Experience Co-ordinator, Sheffield Teaching Hospitals NHS Foundation Trust 7 years ago
Deborah Hopkinson
Patient Experience Co-ordinator,
Sheffield Teaching Hospitals NHS Foundation Trust

Submitted on 19/04/2017 at 11:44
Published on Care Opinion at 15:51

The service manager has reported that she has now spoken to the receptionist concerned who was able to recall a patient who was encountering difficulties but states that she only knew there was a specific issue when he announced he was leaving the department.

The receptionist has said that it is her normal practice that when she knows about any delays on clinics she will always make a note on the clinic lists held at reception and inform patients as they arrive.

As a result of your feedback both Matron and the Service Manger have been asked to remind all the staff that work in clinic to keep the patients informed of delays in clinic.

Once again thank you for taking the time to provide your feedback.

Kind regards.

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