"Bad experience at the overseas travel clinic"

About: Leafield Clinic / Family Planning Clinic

(as the patient),

I visited the Overseas Travel clinic at Leafield to have vaccinations before my holiday. My first impressions of the clinic weren't very good and I was disappointed with the lack of patient confidentiality. I sat in the waiting area and another patient was sat with the receptionist in another room. The door wide open so I could hear all the patient's personal information! I was concerned that others would be able to hear when it was my turn, but luckily there was nobody in the waiting area. I was told the clinic was incredibly busy, but for the 40 minutes that I was there, only two others visited the department.

I had to pay for my vaccinations and was confused by a sign and available leaflet which each gave conflicting information. The leaflet said payment could be by cash or card, but the sign said cash payments were not accepted! There was only one receptionist available so I had to wait approximately 10 minutes until she was free, so I could clarify whether cash was accepted. It turns out that it wasn't, so the leaflets need to be removed or updated.

I was approached when I was in the waiting area by a member of staff who asked me a question, didn't listen to my response, then talked over me, so I had to repeat myself. I do not think their customer service skills weren't the best! This was the same staff member who prepared the needles and vaccinations for the doctor. I was alarmed to see that after handling some paperwork, they didn't wash her hands before preparing the needle! I had my injections with another member of my family, and the member of staff didn't wash their hands before preparing their needle, even after preparing mine! I wasn't impressed with their hygiene.

Overall I found the attitude of the staff was poor. I felt like they treated me like a number and not a person. The department itself seemed poorly looked after, it looked grubby and run down. In my opinion the member of staff I saw wasn't concious of their hygiene, and I couldn't see that any alcohol gel was available anywhere.

I work for the NHS myself, and have never seen such poor treatment as a patient or as a member of staff. After this experience I will never return to Leafield clinic, and hope the staff are given some hand hygiene training, and customer service training too.

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Response from Involvement Facilitator, NHS Leeds

Thank you for taking the time to feedback your recent negative experience at the Leafield Clinic.

I was concerned to read your comments on the lack of patient confidentiality and apologise for any confusion caused with conflicting advice on payments. I also note your comments about poor hygiene and customer service skills. I was sorry to learn you felt you were treated like a number and not a person.

We will pass on your comments to the Service Manager for Leafield Clinic.

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Response from NHS Leeds We have made a change

I would like to apologise for the poor service you received from the overseas travel clinic. I can assure you that since reading your complaint, the issues have been investigated and changes have been put in place in order to achieve continuing clinical excellence and improve the service we provide.

We endeavour to provide a professional service and your comments have been taken seriously. I thank you for bringing this to our attention. If you would like to receive more detailed feedback I would be happy to discuss this further.

Thank you


Overseas Travel Clinic

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