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will not attend again but go to Hayle or Treliske...

Story from nhs.uk

"will not attend again but go to Hayle or Treliske..."

About: Camborne Redruth Community Hospital

What I liked

my doctor sent me for a x ray as i had a bad infection, on arriving at the x ray dept i was greeted with " Yes " ,i explained my situation and was told in no uncertain terms "if you don't have a appointment you can't have one"

I explained that it was urgent but was told that i would have to wait for over a week as they were busy.

I rang Hayle hospital and was given a appointment the next day where the attitude of the staff in the x ray dept was completly differrant they were very friendly and helpful , so will in future try to avoid Redruth hospital

What could be improved

Train the staff in this dept to be more helpful and polite

Anything else?

attended the same dept for a scan and overheard the same person questioning a person who rang for a x ray as to why they wanted one and who told them that.

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Responses

Response from Cambourne Redruth Community Hospital 10 years ago
Cambourne Redruth Community Hospital

Submitted on 09/01/2014 at 14:23
Published on nhs.uk on 10/01/2014 at 03:00

"I apologise for your experience at the X ray department at Camborne Redruth Community Hospital. The response by the staff member was not acceptable. The X ray department at CRCH is staffed and managed by RCHT so I will ensure these comments are passed to the head of this department. Staff are expected to behave in a helpful and professional manner at all times to patients and visitors. Whilst we cannot x ray anyone without a referral our staff member should have explained the process to you and offered helpful and supportive advice.Any urgent x rays should be referred to us from either the GP or another unit. All staff are expected to complete training in customer care and dignity and respect in order that they manage situations sensitively and are helpful in their responses. Thank you for raising your concerns and I wish to assure you your comments have been addressed. We do have a lot of very positive feedback from visitors within our hospital so I hope if you visit us in the future, your experience will be a more positive one.

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