"Pre and post thyoid operation appointments"

About: Royal Preston Hospital

Anything else?

I attended the thyroid clinic at the Royal Preston Hospital in early July to discuss the removal of a goita on my neck. My 9:30 appointment, for which I was the required 15 minutes early, came and went; I wasn't called through until 11:00am, with a fleeting 'sorry about your wait'. Although annoyed, I said nothing as I was relieved to finally be seen and also because I didn't feel I could lay any blame with the nurse. After some tests I was asked to return at 3pm for the results, "but if we run over please be patient as there may be some patients being given bad news that we need to take our time with". As long as I'm not one of them, I thought! I returned at 3pm but the appointment became 3:55, a small improvement. My treatment during this appointment was satisfactory and arrangements were made for a small op to be carried out at Chorley (although I could have had the op at the more convenient RPH it was suggested by the consultant that Chorley Hospital is better at discharging patients in a timely manner, post op, than RPH). The op went without incident and I received my follow up appointment for Monday 30th September. Having checked in I was sat in the waiting room at just before 2:30 (15 minutes before the 2:45 appointment time). I was called through at just after 4pm (no apology) to be kept waiting again in a sub-waiting room (why?) before finally being called in to see the consultant at 4:15, who (at last!) offered an apology for my near two hour wait. He seemed embarrassed, which is totally understandable. Why should he be put in a position where he needs to apologise? I'm sure he, and the rest of the medical staff for that matter, has better uses for his time. I have no grievance with my treatment at RPH, everyone connected to this medical issue and other issues previously have been tremendous. But who organises a booking in system which can be 90 minutes out of kilter by 11am? It obviously wasn't an isolated incident as I had a longer wait on my second visit in September. I should be focussing on the great medical care I've received but instead I'm ranting about being sat in waiting rooms. Keep up the good work, just get someone to organise it better.

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Responses

Response from Lorraine Kelly, Communications Manager, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for providing feedback about the care and treatment we provide. Your comments have been noted and will be reviewed to identify opportunities for improvement and any actions that may be necessary. If you would like to provide further details, or would like a personal response, please email customer.care@lthtr.nhs.uk, or you can speak with our PALS team on 01772 522972.

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Response from Royal Preston Hospital

Thank you for providing feedback about the care and treatment we provide. Your comments have been noted and will be reviewed to identify opportunities for improvement and any actions that may be necessary. If you would like to provide further details, or would like a personal response, please email customer.care@lthtr.nhs.uk, or you can speak with our PALS team on 01772 522972.

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