"Failure to keep appointed time"

About: John Radcliffe Hospital

I had an ENT appointment for 11.15am on 22/01/14 at a clinic. Arrived at 11.10am and booked in. Told to wait. Noticed on the board that there was a 30 minute delay for the clinic. No problem. Waited until 11.50am. Nurse then called out name. Spoke to nurse and she stated it would be at least an hour before I would be seen. No reason given for the delay. This is unacceptable to a working man who had arranged is diary in order to accommodate the appointment. Asked for a complaints form which arrived after about 5 minutes. Two other patients complaining bitterly at the time they had to wait. They also had their appointments delayed over one and a half hours. I have asked for a new appointment and left the hospital. A most unprofessional service on this day. To balance the above I attended the same clinic on the 27th November 2013 and have to state I received a rolls Royce service. Arrived 10 minutes early and seen straight away. I have submitted a formal complaint to the hospital administrator.

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Response from John Radcliffe Hospital

Thank you for your comments regarding delays when you attended the ENT clinic on 22.1.14. I am very sorry that your experience did not meet the standard you could expect. We would be very happy to investigate the issues you have raised and provide you with a response within the formal complaint process. Please do not hesitate to contact Miss Chloe Saunders on 01865 572427 or at chloe.saunders@ouh.nhs.uk who will be happy to discuss the complaint process with you. Thank you for your positive comments regarding the same clinic on 27.11.13 . It is always nice for the Trust to hear when things go well and we are very pleased that you received the service you would expect on this occasion. Your positive feedback will be passed on to the staff responsible for the running of this clinic.

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