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Not patient focused

Story from nhs.uk

"Not patient focused"

About: University College Hospital

What I liked

The reception staff were efficient and polite

What could be improved

The woman who met me for my CT scan appeared a little detached and didn't apologise for the delay- I'd had to wait for 40 minutes - nor did she introduce herself.

Whilst I was having the ct scan a man walked in, unannounced and carrying a large cardboard box, placed it on the floor behind me.

I felt like I was in the way!

Anything else?

I would like the staff to introduce themselves in future, apologise if there has been a delay in seeing someone. I'd like them to remember that the patient is their priority and without them their role would be non-existent.

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Responses

Response from University College Hospital 12 years ago
University College Hospital

Submitted on 08/07/2011 at 13:33
Published on nhs.uk on 09/07/2011 at 04:00

The CT Radiographers take pride in their ability to make the patient feel at ease at well cared for during their scan. All staff are expected to introduce themselves to their patients & make them aware of any delays & possible reasons.

I am sorry that this was your experience. This has been been made a priority by the CT Superintendent Radiographer to share your concerns with his team and ensure that high standards of practice are maintained at all times. If you would like to discuss your experience with someone please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 020 7380 9975 or PALS@uclh.nhs.uk.

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