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Care Opinion

Waiting times

Posted By LadyInWaiting

"Waiting times"

About: Arrowside Unit (Alexandra Hospital)

(as a service user),

I have arrived promptly for my appointment at 2pm. I am the only person in the waiting room. I have been here for 40 minutes. 20 minutes ago I enquired how long it may be until I am seen. I was told that the patient prior to me had just left and they were tidying the room. 

So I sit here. And I look around. And I see that you have asked for your patients experiences and so I decide to fill this out to pass my time. 

Given that this is a working day that I have had to organise time out of to come and have this appointment, this is extremely stressful. Additionally I am thinking about the mounting costs of the car park. Am I really liable to pay for the additional 45 minutes that I’ve had to wait. 

There is a very loud TV on in this empty waiting room, with adverts playing every few minutes. This is adding to my agitation and I wonder who it’s really here for. 

The actual appointment was a breeze. The team was excellent and I’m so grateful for their professionalism, courtesy and friendly warm treatment of me!

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Responses

Response from Jo Maciej-Clarke, Senior Administrator / Data & IT Lead, Worcestershire Integrated Sexual Health (WISH), Herefordshire and Worcestershire Health and Care NHS Trust last week
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Jo Maciej-Clarke
Senior Administrator / Data & IT Lead, Worcestershire Integrated Sexual Health (WISH),
Herefordshire and Worcestershire Health and Care NHS Trust

Submitted on 25/04/2024 at 10:57
Published on Care Opinion at 10:58

Hello LadyInWaiting,

Thank you for your feedback following your recent visit to WiSH. I appreciate your frustration, that your appointment was not kept to time and understand the knock on effects and impact this had on the rest of your day and your carpark stay. We do try to keep appointments to schedule, however, sometimes there are circumstances beyond our control and unfortunately we have been short on staff recently. None the less this should have been communicated to you.

I can only apologise for the volume of the TV, it is intended to distract and relax people whilst waiting but this has had the opposite effect for you. I will ask staff to check in with people in the waiting area their preference to channels and to be mindful that the volume reflects the number of people in the waiting area as it needs to be proportionate.

It is good to know that once you were seen that your experience was professional, courteous and warm and I will pass this on to the team.

Best wishes,

Jo

Senior Administrator-Countywide Team @WiSH

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