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Great service but opening hours need to be clearer

Story from nhs.uk

"Great service but opening hours need to be clearer"

About: St Marks Hospital

My mum has always received excellent service but sadly still can’t hear properly so we are frequent visitors - off there again today as replacement tubes helped but still not sorted the problem.

Opening hours on a Thursday are shown as finishing at 4pm - I feel perhaps it should say arrive by 3.30pm to ensure you will be seen. I observed an elderly gentleman with sticks two weeks ago turned away. He had arrived around 3.40pm and there were no tickets left to join the queue.

The audiologist told him to go to Windsor the next day - he had been dropped off and was quite upset that he could not be seen.

I do hope my comments will be noted and taken as constructive criticism and perhaps acted upon.

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Responses

Response from St Marks Hospital 5 years ago
St Marks Hospital

Submitted on 08/11/2018 at 14:50
Published on nhs.uk at 15:06

Dear Helen,

Thank you for your posting and your kind comments . We are sorry to learn that this elderly gentleman was upset and was asked to return to another clinic. Thank you for alerting us to this. This drop in service means that sometimes we have insufficient capacity depending on demand. We are never sure how many patients will attend and some cases are more complex than others.

In response to this, we are planning to implement a booking system, whereby patients will be contacted with an appointment at a convenient time. This will reduce delays and wasted visits. Please contact me if you have any further comments. We receive all feedback with a view to improving services as a result.

Yours Sincerely,

Trevor Lyalle

Patient Advice & Liaison Service

Berkshire Healthcare NHS Foundation Trust

Tel: 01189605027 e mail: BHT@berkshire.nhs.uk

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