Huddersfield Royal Infirmary (HRI)

Contact

01484 342000

Acre Street
Lindley
Huddersfield
West Yorkshire
HD3 3EA

Location

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Reviews (169)

Acre Mills - eye clinic

September 13, 2024
I went to Calderdale eye clinic for my appointment and felt the doctor was not interested and didn't want to know or very knowledgeable on my condition . I had a much better experience at Acre Mills
Anonymous

Reply from Huddersfield Royal Infirmary (HRI)

Thank you for sharing your feedback. I am pleased to hear that your experience was very good within the eye clinic at Acre Mill in Huddersfield.
We strive to provide the highest quality of care to all patients, be that at Huddersfield or Calderdale, and I am sorry to hear that your experience at Calderdale resulted in you feeling the Doctor was not interested or knowledgeable about your condition.
I have shared your feedback with the Matron for both eye clinics, who will ensure that the team receive both the positive feedback and focus on the area you have highlighted for improvement.
Thank you very much for sharing your feedback, as this will help the team to focus upon how they can make a difference to the experience people receive.


Provider responded

Eye department

September 13, 2024
i had an eye appointment recently went to the reception desk as i have visual impairment and was asked to enter my details into the system . This is not appropriate for me . Can i suggest either reception staff take my details verbally or the registration system has a voice recognition so i can speak into this. Also the screen that tells people of their appointment location on ground floor needs to have a speaking element to tell them if they have to go up to the second floor
Anonymous

Reply from Huddersfield Royal Infirmary (HRI)

Thank you very much for sharing your feedback. I am really sorry to hear that we did not support you well as you registered for your appointment. You have highlighted the difficulties people who have a visual impairment experience, and we are grateful to you for doing this.
Our reception team members have been asked to make sure that they offer support and actively observe for people who may struggle with using the screens. We have a yellow background screen which may help some people with a visual impairment, but at present the screens do not have voice recognition.
We have a focus group, which includes people who are visually impaired to support with making improvements, and I have asked for their support in identifying further improvement activities we can undertake following your feedback.
Thank you very much for taking the time to share your feedback, as it has already helped the team to start making improvements.


Provider responded

Acre Mills - Urology Appointments

Urology
September 13, 2024
PSA test and appointment system not working well
Anonymous

Reply from Huddersfield Royal Infirmary (HRI)

Thank you for sharing your feedback. I am sorry to hear that your experience of the PSA test and appointment system was not good.
I understand that neither worked well for you, and would be keen to understand more about this, so that we can try to make improvements which make a difference.
Unfortunately we do not have any further detail available to us, but if you would like to get in touch with our Pals team on telephone number 01484 343800, to help us to understand what did not work well, that would be very helpful.


Provider responded

A & E

July 24, 2024
The staff were all amazing when i had to take my elderly mum to A&E after a fall. However, we were sat a while in the waiting area waiting for triage, x ray and treatment which is understandable but the metal seating with holes was very hard and painful for her due to her frailty.
Anonymous

Reply from Huddersfield Royal Infirmary (HRI)

Thank you very much for taking the time to share your feedback, and I do hope your mum is recovering well. I am so very pleased to hear that you and your mum found the team in the department "amazing", as we know this can really make a difference to the experience patients have.
I am sorry though that the chairs were so uncomfortable, and thank you for highlighting this. We have been in touch with the company who supplied the seating in the department to explore the options available to improve the seating, and make it more comfortable. We hope this may include being able to apply padded, and cleanable seating options to improve the experience of everyone waiting.
Thank you once again for your feedback, and helping the team at CHFT to identify areas for improvement.


Provider responded

THE WORST hospital l have ever attended.

Ear Nose and Throat
July 4, 2024
I have numerous diagnosed health problems and whenever l have been to Huddersfield i have been told i don't have them. I am actually questioning whether the staff are actually qualified at all. I intend to exercise my legal right to be referred elsewhere for my treatment, the hospitals where my conditions were actually diagnosed.
Anonymous

Reply from Huddersfield Royal Infirmary (HRI)

I am very sorry to hear about your experience at the Huddersfield Royal Infirmary.
I appreciate your choice and intention to choose to be referred to an alternative health provider for treatment going forward.
Unfortunately through this feedback mechanism we are unable to look specifically into individual cases to understand where we can improve, but if this is something you would be interested in, please can I encourage you to make contact through our PALS team on telephone number 01484 343800?


Provider responded

New A&E at HRI

Accident and emergency services
June 19, 2024
Attended with an older relative on a Sunday evening. Spent 5 hours there in total and I dread to think what a Saturday night would be like. The layout doesn't seem to work - there are multiple doorways/paths into the main waiting area so if you're in a wheelchair which my relative was you feel like you're 'plonked' in the middle of nowhere and in everyone's way. Nurses/clinicians were also calling people's names from 2 different doorways and not always loud enough so I did see people miss their turn. The seating feels too close together - I constantly saw people nearly tripping over feet and legs but at the same time there isn't enough seating (I actually didn't sit down at all during the 5 hour period - initially because I didn't want to take up a patient's seat but then later because there were none available). The 2 vending machines feel to be in an awkward place also and it appeared if you were paying electronically you need a degree in rocket science to operate them. Whilst the A&E has only been open a few weeks, it's already showing general wear including big scuffs on the reception desk frontage where wheelchairs have marked it - down to the design/material used and definitely not a cleaning issue as the cleaners where buzzing up and down all evening sorting things out. The other observation was staffing - there did appear to be enough nursing and reception staff who were keeping up as best they could but what seemed to be lacking were doctors and consultants to prescribe and finalise sign-offs etc. hence the waiting time for treatment was just backing up constantly. When we did finally see a consultant he constantly spoke with me and not directly to my relative even asking me initially if they lived in a care home - I personally found this really insulting and if my relative hadn't felt ill would have also found it annoying at not being addressed directly. His bedside manner felt to be lacking, however, we definitely didn't see that with the nursing staff.
Anonymous

Reply from Huddersfield Royal Infirmary (HRI)

I am very sorry to hear about the experience you and your relative had in the A&E Department, and appreciate the time you have taken to share your feedback.

Your feedback is especially valuable with the department recently opening. Much consideration and planning took place to develop the design of the department, including the layout, waiting areas, spaces for wheelchairs and ensuring a variety of chair designs would be available, but your first hand feedback as to what is working well and where we can make improvements is incredibly helpful.

Following your feedback we have spoken with the team in A&E particularly around communication and asked that this remains a focus area to be addressed through regular A&E team meetings. This will include ensuring people are called clearly and followed up if there is no response, noting that as you found when the department is busy the noise and activity level can have a direct impact on people being able to hear clearly.

I sincerely apologise for the experience you and your relative received, with regard to the bedside manner, and questions directed to yourself rather than the patient from some members of the team. This is not the person centred approach which we strive to achieve for every patient visiting the Trust. Senior members of the medical and nursing teams will reflect on your feedback, supported by the Head Nurse of the Urgent and Emergency Care team, to ensure the team work in partnership with patients and their relatives in a respectful manner at all times.

Your feedback around what is working well within the department will be gratefully received by the A&E team, and we will continue to ensure that any opportunities to provide high quality and safe care by the combined team are adopted to improve the experience of patients and their loved ones.

Thank you for drawing our attention to how it felt to be seated in a wheelchair within the department at a busy time. We will review how we can improve the availability of wheelchair spaces in waiting areas as the need fluctuates, in addition to sufficient seating, and consider how we can make the layout easier to manage. This will be reviewed alongside your concerns regarding the signs of wear and tear as part of the A&E post-opening process.

Your feedback has already helped us greatly, but if you have any further suggestions please do not hesitate to contact me on telephone number: 01484 343800


Provider responded

Opthalmology - Acre Mills

May 21, 2024
Attended an eye appointment had no letter explaining what would happen just a text
with the appointment date and time , wasn't told i may be given eye drops so drove there myself. Could not have the eye drops so a wasted trip. Still waiting for a new appointment . Communication needs to be improved i.e a letter needs to be sent out and explanation of what will happen on the day . The staff who saw me were all extremely pleasant and helpful on the day .
Anonymous

Reply from Huddersfield Royal Infirmary (HRI)

I am very sorry to read that you had a wasted trip to the eye clinic. Usually when we send an appointment by text there is a link to a letter which contains the additional information required.
Please accept our apologies that this was not the case when you received an appointment by text message. I do hope you have now received another appointment.
I have shared your feedback with the appointment team and eye clinic team, to ensure we make sure this does not happen again. Thank you very much for bringing this to our attention.


Provider responded

Phlebotomy Appointments

Phlebotomy
May 13, 2024
I have been on hold for 1hr 10 mins on my mobile phone Caller 16 to finally get to 1 to have a message say unable to take call . Terrible ! This needs sorting immediately. And why not have a call back service instead of leaving people waiting so long . Surely This should be standard procedure now for all nhs services .
Anonymous

Reply from Huddersfield Royal Infirmary (HRI)

I am very sorry to hear of your experience when phoning the phlebotomy helpline. I appreciate that waiting over an hour, and the call ending without offering you an opportunity to arrange an appointment is frustrating, and it is not the service that the phlebotomy team strives to provide.

Following your feedback we have worked with our team at the hospital and with specific GP partners to agree changes to the process patients requiring blood tests follow. We anticipate the changes will be in place within the next month, and that these will ensure that your experience is not repeated.

Thank you very much for highlighting this issue, as it has directly led to actions which will improve the experience of care for many patients requiring blood tests at the hospital.


Provider responded

Excellent.

Outpatients
December 7, 2023
From the consultant to the receptionist to the pharmacy staff - approachable, professional and efficient . Really exceeded my expectations.
DM

brilliant

November 13, 2023
staff helpful , had lots of support in past.
Medical secretaries very good
Anonymous