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.

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.

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.

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?

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

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.

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.