"Surprisingly positive experience and I would..."

About: Lister Hospital

What I liked

I had a day case admission to the Surgicentre based at the Lister Hospital Stevenage. I was aware that they had been given an improvement notice by CQC in March 2012 for poor systems management but I had no concerns regarding care.

I was very impressed with the good communications, dignity and respect given to everyone all the way through from pre theatre to PACU1, 2 and discharge lounge. At no time was I concerned that the staff were unsure of what they were doing and this instilled confidence in me.

I was given very clear instructions both whist I was there and both written and verbal instructions were given to me prior to leaving.

The only system that let my view of the Surgicentre down is the fact that I had to wait for over five weeks to be given an admission date. This was only obtained because I had to ring my Consultant's secretary to get information. I was then rung the next day by the POA department with a date.

What could be improved

The initial informing of admission date. I realise tha date may be some time away but I don't believe you should have to wait five weeks. For example my husband saw a Consultant and within four days had received his admission date.

All the staff are very friendly, do introduce themselves and were wearing their ID badges. But these badges on lanyards ( hmm infection control risk there!) and are not always visible so it would be nice for all staff to wear a pin badge that is easy to see. As you meet a new member of staff in each department and don't have the same nurse all the way through I think this is important.

When you arrive in the theatre admission lounge the Receptionsit is very polite, ask you to fill a form in but when you return it she doesn't then give any idea of what's going to happen next. I realised it was to wait for a nurse to come and collect me but I could see other people were wondering, especially as some of our waits was an hour. Keeping people informed reduces complaints and anxiety.

Story from NHS Choices

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Response from Lister Hospital

Whilst we are very grateful for your getting in touch and feeding back about the services provided through the Surgicentre, it is not run by the East and North Hertfordshire NHS Trust. The facility is managed by the independent sector company Clinicenta, which is a wholly owned subsidiary of Carillion plc. Clinicenta run these NHS services under a contract held directly with NHS Hertfordshire. We'll make sure that the Clinicenta team get to see your feedback.

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