You Said, We Did

You Said, We Did

December 2016

“The Doctor had the time and patience to both ask relevant questions and listen to my answers and explanations. Her manner was kind, gentle and empathetic. ”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

“Just one observation – the examination was rather repeated and written down again as we saw different staff – but everyone was very nice and we were well looked after. Thanks to everyone”

We Said – We are aware the current via 111 system can mean it feels like you are repeating yourself several times, we apologise for this and do work with our clinicians to minimise this where possible.

“If possible could an appointment wait time be published? Otherwise all well.”

We Said – We agree this is helpful and do usually try to do this so I do apologise if this was not available when you visited.

“I called 111 , received call back from Hantsdoc 10 mins later, great advice, great service as always.”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

“Out of hours Doctor was fantastic, highly recommend him, very welcoming.”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

“No urgency in keeping to appointment times. People who arrived after us were seen by the same doctor before us. Over an hours wait with a young child is not acceptable. Doctor was fantastic when we did see him.”

We Said – We are very sorry this was your experience. We do try to keep to an order of arrival and appointment times. However our urgent system is dependent on clinical needs, which does sometime mean cases are seen in what seems like an unfair order. We do try to stick close to appointment times but accept this can run over, almost always due to urgent or complex patient needs. This may often not be obvious to others waiting and can seem unfair and frustrating.

“Once I spoke to a Hantsdoc nurse I was happy. I spoke to three people previously who didn’t listen properly; often as a parent what you want is advice.”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

November 2016

“Appointment times should aim to be more accurate as we feel it is not right to make an already unwell child wait 1.5 hours to see a doctor.”

We Said – We are sorry this was your experience, sometimes we do run later than we hope to, meaning patients do wait longer times. Our appointment times are an approximate time and this should have been made clear to you at the time, I am sorry if this didn’t happen. Usually the reason for a delay is a complex or poorly patient, or an unexpected surge in demand, the service is responsive to ED patients in addition to 111. We are sorry for your long wait.

“Lots of people like to knock the NHS but the service I had on that day was second to none.”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

“I do think the booking in could be done more easier than going into A+E department , I think personally Hantsdoc should have their own reception then there wouldn’t be the que building up in A+E dept.”

We Said – This is helpful feedback to inform our management and strategy moving forward. We can see the waiting arrangements are not ideal for patients and will strive to change this in the future including considering how we could manage the reception in the best way.

“Everyone was very helpful and we were called back by a nurse within 30 minutes having been told it would be within 5 hours, thank you.”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

“Hantsdoc were marvellous and made my daughter and I very relaxed.”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

“I was thoroughly impressed by the first Doctor who called me (after id spoke with 111) and arranged my appointment. The Doctor (and trainee GP) were fantastic – spent time with me explaining an enabling me to get further treatment immediately. The receptionist (who said she was also the driver) was very friendly and knowledgeable. The service and people were excellent Thank you very much.”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

“The Doctor saw my daughter was brilliant. Very reassuring and generally just nice – thank you”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

“I feel that the initial 111 service was like talking to a machine, in that a series of questions with yes or no answers, i felt could be better. However when i finally spoke to the NHS Nurse, I thought she was really good i.e. very reassuring, knowledgeable and felt like speaking to a human again. Just what you need in the first instance. One more point also is that although the doctors were running an hour behind, i was glad to be kept informed of this fact. I feel this makes a huge difference when people are waiting. You don’t mind waiting if you are kept informed of progress. It helps diffuse a situation that can be very frustrating.”

We Said – Thank you for this helpful feedback.

“Being nearly 80 years old, the doctor put me at ease and was very kind and friendly. She had medication with her that made me better – thank you so much.”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

“We had to wait 2 hours beyond our appointment to be seen which is unacceptable, especially as our baby is 8 months.”

We Said – We are sorry to hear this, sometimes we do run later than we hope to, meaning patients do wait longer times. Our appointment times are an approximate time and this should have been made clear to you at the time, I am sorry if this didn’t happen. Usually the reason for a delay is a complex or poorly patient, or an unexpected surge in demand, the service is responsive to ED patients in addition to 111. We are sorry for your long wait.

October 2016

“Due to their being no alternatives to see a GP out of hours, I would visit again if I needed to, however I had a 13:00 appointment and didn’t get seen until 15:30 which was extremely frustrating, especially with my wife and 17 month old son .”

We Said – We are sorry to hear this, sometimes we do run later than we hope to, meaning patients do wait longer times. Our appointment times are an approximate time and this should have been made clear to you at the time, I am sorry if this didn’t happen. Usually the reason for a delay is a complex or poorly patient, or an unexpected surge in demand, the service is responsive to ED patients in addition to 111. We are sorry for your long wait.

“I think it would be beneficial to know a waiting time or your position in the queue to see the GP”

We Said – This is difficult as the position in the queue can vary as is determined by all the patients in the ‘queues’ and their clinical needs. We agree it would be good to have times and be able to stick to them but sadly this is often affected by unexpected or complex changes and demands.

“Fantastic service, 10/10 keep doing the same thing. I have written to The Director of Nursing expressing my sincere thanks to Hantsdoc .”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

“The service we received once we had waited a long time was excellent baby was only a few weeks old so needed feeding and the waiting room was uncomfortable and cold and not the best environment for a baby to be in for that amount of time. The doctor we saw was amazing and thorough, this service is fantastic but the downfall is the waiting time and environment.”

We Said – We recognise waiting is difficult and especially with a young baby or child, we do have quitter areas and usually could offer you some private space. NHUC is unable to alter the environment substantively as it is in effect a ‘tenant’ within the hospital. However your patient feedback is helpful to guide discussing with the acute trusts, thank you.

“I was examined by a very professional Doctor who gave helpful advice ”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

“Fantastic service, required remote prescription, was done, faxed to local pharmacy, fantastic!”

We Said – Thank you for taking the time to give us this positive feedback, which we share with the individuals concerned.

September 2016

“I was impressed with the service I received & grateful to be seen on Sunday. Thank you.”

We Said – Thank you for this positive feedback, we will share your feedback with the clinicians involved.

“Ventilation in the Hantsdoc room, it was sweltering despite the best efforts of the doctor and a large fan.”

“As the Hantsdoc waiting area is part of A&E it is very hot in the room due to large quantities of people and no air conditioning, plus the seats are extremely uncomfortable as there is no padding”

We Said – We agree the rooms are very small and hot, we are looking at the options for the service moving forward, we are sorry this was your experience. We will also review the seating options that we share with the hospital.

“I would like to thank you for the pleasant and helpful way that you dealt with my right arm injury. My phone call to 111 was efficient and you phoned me back within the time you said you would, I was then dealt with so kindly when I presented myself (a little late!) and everything was explained so well. I am now neatly bound up and sitting in the sun having a cup of tea! I hope I don’t see you soon! But if I have to come to Hantsdoc, I hope it will be you two!”

We Said – Thank you for taking the time to give us this positive feedback, we have shared it with the staff involved.

“My comments to improve service is that from the initial contact from 111 call to seeing doctor is to send the information from the initial call to the nurse/reception you are having to explain everything to each person you see. Understaff always means that the service is so long and patients having to wait for hours and staff are stressed out and therefore that has a bearing on how they treat the patient.”

“Having to go through 111 to get an appointment was a waste of 3 people’s time. The triage receptionist was unable to understand that we just needed a GP because the formula questions triggered an exaggerated response. We then had to explain it all again to a nurse before she finally agreed that we needed Hantsdoc where upon we had to repeat it all again to the Hantsdoc Nurse. The issue was a mildly infected cat bite it would be great if one call could be made to book in”

We Said – We appreciate the pathways involved can make it seem as if you are repeating the same things many times over and apologise for our part in this process, we are hopeful the pathways will be different and patients won’t feel they are repeating themselves over and over.

We do not manage the 111 part of the pathway and we do try to avoid this feeling the case but are aware it does happen. No patients should be affected by staffing pressure but again we know this does happen sometimes and apologise this was your experience.

“I was treated very well by all staff I had contact with. I was made to feel relaxed and the Dr was very kind and thorough. I was very stressed and I was provided with reassurance. This service is vital and is much appreciated.”

We Said – Thank you for giving this positive feedback that we will share with the clinicians involved.

“The Dr was really helpful and gave me a prescription which has really helped we also got seen quickly.”

We Said – Thank you for giving us this positive feedback that we will share with the clinician involved.

August 2016

“Well done excellent service to the team thank you.”

We Said – Thank you.

“When we phoned 111 we were told that a call back could take 12 hours, I feel this was too long.”

We Said – Your 111 call would have been determined by the 111 service, which we do not manage, however I am pleased you did not have to wait 12 hours and we were able to respond to you within the hour.

“Treatment excellent – but on advise to put HC canestan/ clotrimazole on thickly incorrect. As steroid should always be thinly applied – wife is ex nurse so realised this also told same thing by chemist.”

We Said – We are sorry this was your experience and have shared your feedback with the clinics involved in your care.

July 2016

“I was told I had a urine infection and given 3 days of antibiotics, however this did not clear up the infection. When I later visited my GP surgery the doctors was surprised that there was no further analysis of the urine sample following my visit.”

We Said – We are sorry this was your experience, we do not always send off a urine sample before treating an infection, it is dependent on the individual case. However there are many times when it is useful and we will remind all clinicians to consider the need case by case.

“Overall the service was very good, what I do not like is that you now use ED waiting area before you were able to take more poorly/ infectious people away from the main waiting area and use side rooms now everyone waits in the same area. Its not a pleasant experience!!”

We Said – Unfortunately if you come into Hantsdoc via an ED referral you do have to wait in ED, other patients using the service via 111 do come into a separate waiting area. We did still provide side rooms, usually kept for potentially infectious patients. Since we introduced the HCSW to the waiting area I hope patients feel more supported during the waiting period.

“We were provided with a prescription for my daughter however when collecting the prescription the pharmacist said we were unable to give it to her without speaking to a doctor again as she was too young and did not weigh enough. All other advice was very helpful and reassuring.”

We Said – We are sorry this occurred, sometimes clinicians do prescribe ‘out of licence’ based on clinical assessment but this can mean patients get pushed between services and we are sorry this appears to have been the case. The feedback will be shared with the clinician.

“On arrival at the hospital was dropped off outside of A&E doors, made my way to reception which I felt was where the system was lacking as had to wait some time to book in because of booking in A&E patients as well would be better if the 2 people on duty were one doing Hantsdoc and one doing A&E maybe. When really busy I understand may not be always possible. I had a slip disc which was very painful and found waiting very uncomfortable.”

We Said – We shared your feedback with A&E, we are also exploring other options.

“Signage outside Basingstoke hospital confusing I didn’t mind waiting to be seen once I arrived, but would have appreciated being told on the phone that the time I was asked to come in was not an actual appointment time, I think I waited about 1 ½ hrs to be seen. This was my first time using 111 and Hantsdoc.”

We said – This is important and although our waiting times can be out of our direct control when unscheduled and urgent cases come through, we can make sure our signage is as clear as possible. Patients should be given an appointment time and explained it is an estimate given that the service is subject to ‘unplanned’ demand, we are sorry this was your experience.

Received excellent care & attention was advised to visit a GP in ½ days had an appointment the following day after my call at 1am. I was very impressed and cannot thank the staff enough.

We said – Thank you, we will share your positive feedback with the clinician involved.

June 2016

“I found the service fantastic my son is just 5months old and the doctor who treated him really took the time to listen to our concerns, speak through his symptoms and explain to us how we could help him recover. It was a relief to not be treated like a paranoid parent! It’s a service I have always recommended to my fellow parent friends.”

We Said – Thank you for taking the time to give us such positive feedback, we will share with the doctor you saw.

“The waiting area with A&E was cramped.”

We Said – We are sorry you found this and have worked with ED to gain our own are for patients to wait, unfortunately those patients that come directly via ED do have to wait in the ED area until we are available.

“I am a gardener and I was bitten by something. My lower leg was swollen and inflamed. I was worried it was a spider bite. I explained this to the lady who answered the 111 call; she passed me on to a clinician who then asked me to go to Hantsdoc at Basingstoke hospital. I arrived in casualty reception (early Friday evening) and it looked like a warzone!! Luckily for me they were not all visiting Hantsdoc. I was seen by Dr X within 20 minutes of my arrival – Happy Days!!! Dr X discussed my condition and had a close look at my leg. He was also concerned that it could have been an insect/ spider bite and prescribed accordingly. I am pleased to say that the condition has been resolved and all looked normal. Many thanks to all concerned, I thought that this was an efficient and professional operation, which more people should consider rather than stretching our A&E resources.”

We Said – Thank you for giving such constructive feedback, we will share your comments with Dr X.

April 2016

“We rang 111 for our son …… after developing a rash that was burning him and itching we were told we should expect a call from you within 6 hours but you never did ring which we found poor after waiting up until past early hours and with our son in pain.  The rash and pain did disappear the next day but I can’t help but think what would have happened if it was more serious.”

We Said – We are so sorry to hear this happened. We have checked our case notes for the time and date and note an incorrect number a likely error via 111, we again must apologise. We will raise this with 111 and we also ask any patient to please call back again if you are not receiving a call or visit as expected.

“Cbeebies was on but finished at 7pm, perhaps a children’s film shown after 7pm would help or toys to keep them occupied? We had an appointment at 17:15 but did not get seen until 8pm (on a Sunday) there was a period of about an hour where nobody was called in. Info on out of hours pharmacies would be helpful (If readily available on noticeboard ).”

We Said – Thank you for these ideas. We will look at how we might be able to action these however we do have some barriers to what changes we are able to make in a space that is not ‘owned’ by us. However we could provide a poster of the OOH Pharmacy details.

“Better service than the local GP surgery.”

“There were some extremely ill patients who jumped the queue I was pleased the triage nurse did well with selection.”

“The team all do a fantastic job and should be recognised for this. (Huge thanks!!)

“The doc we saw was great, we were shown to our own room and expedited as I was a new mum in a lot of pain & breast feeding.  The delay was not long but still difficult with a newborn.”

“I do realise that due to lack of doctors/nurses etc. but a wait of over 4hours is not acceptable when you are not feeling good. It is time for the NHS trust to tell the Government that they are not fit for purpose.”

We Said – We are sorry you had to wait this long. We have government ‘targets’ to see people with urgent needs within 2 hours and non-urgent within 6 hours. We try hard never to let anyone wait more than 2 hours when they come to the base however unfortunately this may happen on occasion for a number of reasons. Everyone does their best to prevent this happening but sometimes it is beyond our control.

We advise bringing refreshments and or a book/newspaper however we know this is not always helpful or appropriate when you are feeling unwell. Hopefully having the Health Care Support Worker in the waiting area will help in the future.

“Basically I had to keep repeating the symptoms every time I spoke to someone, when you are in extreme pain to keep repeating is tragic. The Hantsdoc nurse was charming but no help hopefully I never need this service again.”

We Said – We understand how frustrating it is to repeat your conversation. Sometimes this is necessary where a case is particularly complex, however we do try and ask clinicians to ask patients to explain in their own words what’s happening and not follow a ‘script’. The 111 service has to follow a ‘pathway’ of questions which we appreciate seems to sometimes go on a lot and we do try not to repeat this exactly.

March 2016

“Better seating arrangements and more seats.”

We Said – We have little control of this area as we only ‘rent’ the space and furnishings, however we can share this feedback with Hampshire Hospital Foundation Trust (HHFT).

“Felt if I had to pressure person [who] spoke to me to get appointment to see Hantsdoc. If people call this service they are obviously concerned don’t make it such a challenge to get an appointment”

We Said – We are sorry this was your experience.

“Doctor seen at hospital was brilliant, explained everything in a way we could understand, answered all our questions in depth, showed compassion and didn’t rush anything. Amazing team can’t fault anything. Highly recommend. Thank you for all you do!”

“Pleasantly Surprised.”

“The call from the doctor was good and I was given an appointment quickly.  The doctor I saw in person had an abrupt manner; he appeared to be unsympathetic to the issue and aloof. This along with the long wait on the initial contact.

We Said – This feedback was shared with the clinician.  We are sorry this was your experience at Hantsdoc, and are certain this would not be the intention of anyone working for NHUC and apologise.

“I saw a very friendly doctor, who put my mind at rest (case 38003)”

“Waiting time to see a doctor to long, toys for small children in waiting room needed.”

We Said – Sadly we are not able to supply toys for a number of reasons, in part for infection prevention and control reasons but also as we do not ‘own ‘ the area we are not able to place toys out. However, we will try and improve the possibilities for parents and children as this is a common theme. Thank you for your feedback.