"Dissatisfaction following outpatients appointment"

About: Countess Of Chester Hospital

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Following a outpatients appointment to orthopaedic clinic I feel compelled to write and inform about the terrible service. The clinic was running an hour late from the start ! This is unacceptable to keep patients waiting this long for an appointment that has been allocated to them and can only mean that the clinic is run to over capacity or that patients are not being given adequate consultation time. This is stressful for patients and the clinic staff. Running a service in this way is only suitable for certain patients who have few commitments ie the retired or the unemployed .. The working ( who are currently paying for the service ) it does not work and shows a system under strain and not fit for purpose. Another problem with the current system for working patients is the allocation of appointment time in that all appointments are in the working day with more time away from work needed. I am not complaining about the care only how this organisation is expected to run or should I say over run!

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Response from Countess Of Chester Hospital

Dear Karen, We are sorry you feel you had a negative experience. We take all patient feedback very seriously and therefore we will use your comments to see what we got wrong. Please be assured that your comments have been shared with our Director of Nursing & Quality as well as staff in our outpatients clinic. Please feel free to contact the PALs Department on Freephone 0800 195 1241 and select option 2 or email cochpals@nhs.net to give us more information about your experience. This will also give us the opportunity to feedback to you personally regarding any improvements we have been required to make as a result of your comments. The Patient Experience Team

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