"Good clinical care and nice environment"

Anything else?

I recently visited for my first outpatient consultation. I was impressed with the cleanliness and environment - the building seems quite new and care has been taken in its design. Most of the staff were very pleasant and helpful and the doctor I saw was especially friendly and knowledgeable. I was pleased to leave feeling confident in the team's clinical ability.

I think customer service fell a little short of excellence, though.

I would have appreciated perhaps an apology when my appointment started 15 minutes late - I appreciate that this is nothing compared to the hours one can wait at busy times. But it would have been good customer service: this was their first appointment of the day, so I was confused why there was already a delay and stressed about getting into work.

When arranging my surgery, I noted it would be difficult to find someone to accompany me home after my surgery because everyone I know would be at work. I think it would have been good to talk about my options a little more, rather than being told that I therefore would not be able to have surgery. I'd have liked to consider with staff whether arrangements might be made with the hospital - perhaps about how late I could stay in the hospital that day while waiting for someone to get me, or whether there was an option to be admitted overnight (as I see from some other trust websites is possible in these circumstances elsewhere). It left me feeling ashamed that there wasn't someone at home who could provide me with 24 hour care.

Story from NHS Choices

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