"Outpatients run on a culture of contempt"

About: The Walton Centre

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Having received my 'instructions' letter four days after my appointment (!) its little wonder all was a mystery to me. Arriving as I did in good time for my 9am appointment I found the reception reminiscent of the 'Marie Celeste' (signs of human habitation but none about). After waiting some time a passing member of staff begrudgingly directed me to some 'Self check in machines' (devoid of any signage to allow mere mortals to understand this). Checked in and waited. All seemed well watching a huge info screen showing some 21 clinics all with the epithet 'on time' showing. This proved to be a quaint system feature which was far from the truth as every clinic was late opening and mine was a 35mins late to start (yet was only mid range of the openings!). When the clinic hosting doctor finally meandered into work and juiced up the computer the laughable 'on time' on screen switched to XXX minutes delay! Needless to say not a mention of an apology only a cursory mumbled 'consultation' as a precursor to getting me back out the door as quickly as possible - well he had 35mins to make up lest it impinged on his lunch break I suppose :( Its a good job theyre only dealing with peoples health and well being and not a real business, because opening only as and when the staff care to breeze on in and treating customers with contempt would be a recipe for failure.

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Responses

Response from The Walton Centre

Thank you for taking the time to post your feedback regarding your visit to the out-patient department. I am sorry that your experience was not as you would have expected. I will ensure that your comments are passed to the Out-Patient Department and the Divisional Managers, and to take action where necessary. We are keen to develop our services and this information is helpful for us to continue to improve our patient experience. If you would like to provide us with any further information or feedback you can contact us directly at the Customer Care Team and on 0151 529 5517 to discuss your concerns further.

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