"Administration needs improvement"

About: Wythenshawe Hospital

Anything else?

Arrived at hospital car park(s) 40 minutes before my first appointment. After driving around for nearly half an hour I left the car with my wife ( who had accompanied me) to drive home as there were no parking spaces anywhere. Not a good start. Now nearly @ the time of my appointment I went to reception them followed the purple route as in my confirming letter and reconfirmed as correct by main reception. I presented myself just on time ( just) to be informed I had the wrong letter go back to reception and follow the yellow route to the other side of hospital. Was left feeling this was somehow my error not theirs. Reported to receptionist in department and waited and waited. Two other ladies arrived independently whilst I was waiting both late as unable to park. One remarked she was sure she had parked illegally but after forty minutes driving round she was near to tears and had effectively " dumped" her car. Reference my wait I fully accept ed others may be emergencies etc so happy to do so. Lots of tea making by receptionist(s) and walking about but little info to anyone waiting. The room emptied twice in my hour and twenty minute wait. I asked if they could tell me where I was in the queue which caused a surprise as the nurses in the CT section had no idea I was waiting. I was seen within minutes as the scanner was not in use. Profuse apologies from the nursing staff as apparently the note to them on my arrival was placed on top of an open folder which was then closed and was with some papers for the next day hence they had no idea I was waiting. Actual scan took less than 10 minutes. And I was on my way to find a bus home . Department should consider seconding the receptionist from Withington ENT over for a day as like chalk and cheese. Appointment @ Withington also delayed but every 15 minutes she announced what the delay was where everyone was in the queue who would be seen next . Confirmed time available if anyone needed a toilet break or refreshment if wanted - merely give her your name before leaving department - unfortunately the silence @ Wythenshawe was deafening. If on first visit serious consider walking bussing or getting a taxi but do not drive. I fully expect to be operated on and discharged without seeing my family as by the time they manage to find a parking place I will be discharged and on my way home!

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Responses

Response from Wythenshawe Hospital

Thank you for taking the time to post your comments on the NHS Choices Website. Please accept our apologies that your experience was less than satisfactory and be assured that your comments will be forwarded to the relevant department for consideration. If you would like to make a formal complaint, or if you would like an individual response to your post, please contact the Patient Experience Team on 0161 291 5600 or via email to pls @uhsm.nhs.uk Kind regards Patient Experience Dept UHSM

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