"Ultrasound Dept..... Very Dissapointing first..."

About: Cossham Hospital

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My appointment was 0920, I arrived with a full ten mins in hand before my appointment slot, Reception was easy and helpful, clear directions given etc. After being seated and the only person in the dept at that time it was clear the ultrasound team ought to be running on time, my appointment time came and went, some 15 mins after my appointment slot and after watching people come and go through the walkway adjoining the waiting area I returned to the reception desk to inquire if they knew I was waiting, I'll check for you was the reply, so I returned to my seat. A few mins later a lady appeared around the corner and called my name hooray only 20mins late I thought to myself... my carer was told to stay in the waiting area ! After getting into the ultrasound room the assistant gave the excuse that the lady who was doing the ultrasound was new and was just getting familiar with the equipment ! Which was rather strange as I had seen the lady assistant not even arrive until gone 9.20 and disappear into the same room, I had also observed the lady operator disappear into the toilet for 10 mins prior to being called in. Now in my humble opinion, would it have killed the lady assistant to just pop her head out of the door and say sorry to keep you waiting we won't be a few mins now rather than lie to my face. Not a good start to my first visit to the newly refurbished hospital, also being disabled my carer was told to wait outside for me, I had difficulty getting onto the bed and off and further more I had a handful of tissues stuffed into my hand to wipe my body down from the gel used, a task which is difficult to do with my disability and another reason my carer had come with me to the appointment, to aid me getting on and off the bed and wiping down the gel. There was a definite atmosphere in the room which was rather uncomfortable. Whilst exiting the building I also noted that the exit doors did not have disabled assistance (motorised to open) either. I shall be reporting my dissatisfaction with the management for all the good it'll do !

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Response from Cossham Hospital

Dear Andy – thank you for your comments. I am sorry that your experience at your ultra-sound appointment was so poor. I believe we have received your written complaint and have taken action to respond to the issues raised. I will also pass back your comments above to the relevant areas, to ensure we can learn from your concerns and improve the service for other patients.

Kind regards – Steve Sykes

Advice and Complaints Manage

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