"Parking troublesome"

About: Cossham Hospital

I arrived 10 minutes late for my afternoon appointment. I was delayed when parking and so pulled up in front and ran in to explain to the receptionist. She supposedly called my department to explain. I went back in 5-10mins later to say I could still not get parked and what could I do ? She only then advised regarding a second car parking option which was a building site the last time I visited so was not aware of it. I parked and went in with the understanding that I would still be seen. Now, 30mins late my baby had a small but significant vomit on the way in and I needed to go via the toilets, the upstairs receptionist was on the phone for 5 mins when I got there. She then claimed that I was 1 hour late (it was 45 mins late) for my appointment, with a big sign on the desk telling me not to take it out on her I said nothing. She told me I would need to re-book. I had waited 7 months for that appointment! I know that I arrived 10 mins late but parking took 35 mins and the receptionist could have helped with timely parking advice and most annoyingly I went up expecting to still be seen given my conversation at the front desk. As someone who works in the NHS and who often has had to deal with late show patients, I found the flexibility and support of staff very poor. The NHS is such a slow system if this had been a private appoint I would have been quicker anyway. 7 months and still waiting....

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Response from Cossham Hospital

Dear Anonymous – thank you for your comments about your recent experience at Cossham Hospital. I was very concerned to read your post, as your encounter clearly lacked any of the understanding and empathy normally demonstrated by Maternity services staff. I regret that the communication was so poor, and that despite your best efforts to ensure you would be seen, no flexibility was shown. This is clearly not the level of service we expect for any of our patients and I regret that you were not listened to and any allowances made or the reason why this may not have been possible clearly explained. Your comments have been fedback to the staff concerned. Kind Regards – Steve Sykes Advice and Complaints Team

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