"Planned Outpatient Appointment - Why the Wait?"

About: Birmingham Children's Hospital / Ophthalmology

(as a parent/guardian),

I cannot understand why there is a wait of over 2 hours (and counting) for a planned outpatient appointment? No explanation by staff - and the electronic status board for appts (which had previously been installed at the request of parents) has been switched off and I've never seen working. Our child has been told off for going out of the waiting room by staff who must think it acceptable for families to be couped up in a miserable waiting room.

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Deputy Head of Nursing, Patient Experience & Participation Lead, Birmingham Children's Hospital NHS Foundation Trust We have made a change

Dear jcjc2000b,

I am very sorry about the length of time you were waiting.

The time of the appointment is when your child sees the first clinician which is usually the Orthoptist. Thereafter there may be several factors that cause you to wait. The number of clinicians seeing your child and whether drops are needed which take time to work. We see a large number of children with complex conditions. Unexpected complications can occur in some of the children with planned appointments which adds pressure in the clinic. We try hard to arrange the clinic to minimise this but often this proves to be very difficult. We have tried to inform our families about these pressure by producing a leaflet to explain which is on the rack by reception.

Following your comment we will be more proactive in informing our families and will give all patients a leaflet each visit to our department.

I am particularly concerned that your child was told off for leaving the waiting room and I have informed all staff that this is not accepatable and must not occur again.

Thank you for your feedback. It is important that we listen to our families.

Please don't hesitate to contact me if you wish to discuss anything further.

Clare Dewsbery

Head Orthoptist”

0121 333 9469

Response from Birmingham Children's Hospital

I am very sorry about the length of time you were waiting. The time of the appointment is when your child sees the first clinician which is usually the Orthoptist. Thereafter there may be several factors that cause you to wait. The number of clinicians seeing your child and whether drops are needed which take time to work. We see a large number of children with complex conditions. Unexpected complications can occur in some of the children with planned appointments which adds pressure in the clinic. We try hard to arrange the clinic to minimise this but often this proves to be very difficult. We have tried to inform our families about these pressure by producing a leaflet to explain which is on the rack by reception. Following your comment we will be more proactive in informing our families and will give all patients a leaflet each visit to our department. I am particularly concerned that your child was told off for leaving the waiting room and I have informed all staff that this is not accepatable and must not occur again. Thank you for your feedback. It is important that we listen to our families. Please don't hesitate to contact me if you wish to discuss anything further. Clare Dewsbery Head Orthoptist” 0121 333 9469

  • {{helpful}} of {{total()}} people think this response is helpful

Updates, changes and questions related to this story