"Excellent care from the medical team."

About: Russells Hall Hospital

What I liked

I had an appointment at the maxillo-facial OPD clinic as part of ongoing treatment.I was very apprehensive as this was for a procedure I had not had done before and didn't really understand.My husband came with me and was allowed to remain with me during my treatment, which I was glad of,as I was quite nervous. I also appreciated the surgeon taking the time to explain the procedure to me before my consent was obtained.The surgeon and nurses made a good team and were clearly at ease working with each other.After the procedure it was explained to me how I should care for my wound and what the follow-up would be.I could not fault the care I received from the team and my husband felt involved too.

What could be improved

Although I arrived on time for my appointment I was not seen until 45 minutes after my scheduled time - although I do know delays can occur I would have appreciated someone having the courtesy to explain the delay or at least to have given me an idea of how long the delay was likely to be - the staff on the reception desk were not very friendly or approachable,I am sorry to say.They need to realise that some patients are more anxious than others ( I would like to stress,though, that this comment is not aimed at the medical team,who were kind.)

Story from NHS Choices

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Response from Russells Hall Hospital

Thank you for your feedback about your visit to Maxillofacial Outpatient Department. We are pleased to hear your experience of the care you received from the medical team was such as positive one. Attending hospital can sometimes be an anxious time and we are glad the surgeons and nurses were able to put you at your ease.

We pride ourselves on offering our patients the highest standards of care.

It is disappointing to hear you did not receive the same care and attention from our reception staff. You are quite right to expect courtesy and good communication from all members of the hospital staff, especially when there is a delay in your appointment time. We will ensure your comments are passed onto the senior manager in charge of the Outpatient Department.

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