Care Opinion

The service from team was second to none

Posted By Ralphie

"The service from team was second to none"

About: North Devon District Hospital / Urology

(as the patient),

I have had the occasion to use the NDDH Appointment booking service over the last two or three years and find them extremely efficient, caring and informative.

Whilst waiting for an appointment for a Urologist surgery for which there was/is a considerable waiting time ! I was telephoned on Monday by the appointment booking team, requesting if I would accept a cancellation for the following day I was delighted and accepted. The service from the appointment booking team was second to none.

However Regrettably My surgery was cancelled at the last minute due to time out because of emergencies!. I left a message with the appropriate booking team who responded promptly this morning and rearranged my appointment with a date and time.

I was informed that that was within the 28 day rule if the original surgery was cancelled. Again, I am delighted with the service I received.THANK YOU Appointment TEAM. On a associated Matter whilst I was waiting for my surgery yesterday, I had the pleasure of meeting Natasha who is the booking team manager, it was good to give some feedback direct to the team via their Manager and it was also very reassuring that the NDDH APPOINTMENT booking team were carrying out Audit assessments while shadowing the Ward Management to make their service even better.

I was given some good information on their progress and was able to give some patients feedback regarding their service. Thank you to Natasha, Fiona and the team for their exemplary service. Regards. 

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Responses

Response from Natasha Hodgson, Booked Admissions’ Manager (Northern Services), Booked Admissions (Northern Services), Royal Devon University Healthcare NHS Foundation Trust last month
Natasha Hodgson
Booked Admissions’ Manager (Northern Services), Booked Admissions (Northern Services),
Royal Devon University Healthcare NHS Foundation Trust

I manage the team of senior booking officer and booking officers in the department.

Submitted on 10/09/2024 at 11:38
Published on Care Opinion at 12:17

Dear 'Ralphie'

Thank you so much for taking the time to write in with your feedback and comments. It was lovely to have had the opportunity to meet with you to understand what your experience was like in terms of the booking process.

Whilst it was great we did manage to bring your appointment forward, I'm so sorry to hear you were cancelled on the day. I understand you have had your surgery rescheduled, which is reassuring and I do hope this list runs smoothly for you.

I will most definitely feed back to the urology bookers with your comments at our next team meeting; it is valuable for us to hear what your experience was like so that we can understand how can improve our services.

Kind Regards

Natasha

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Ralphie (the patient)

The response was useful Pleased to learn that you will feed back to the appropriate team.

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