"Hearing clinic"

About: St Austell Community Hospital

my appointment was for 11.30am - I had travelled from Wadebridge (40 mile round trip.) I arrived and booked in at 11.25 and was told to sit in a particular part of the waiting room. After reading the notice board I returned to reception to make sure I was in the correct place. - They assured me I was. The waiting room was extremly quiet and maybe 3 people were called during the time I was waiting. After 30 mins waiting I went back to the reception to be told they were running late - I was not too happy as this was an appiontmented clinic. I waited a further 30 mins and returned to the reception and said I felt the wait of 1 hour was totally unexceptable. The receptionist checked my name and the said that she was terribly sorry but she had made a mistake and she said there was another person with the same name and she had thought it was me - No other person with my name or similar was called as we waited. She asked me to follow her to another waiting room where she said I would be seen ASAP. 15 mins later we had to leave as my husband had to go to work. I stopped at the reception and told them we had to go - They could not return my appointment letter as they couldn't find it. The waiting room for the hearing clinic was in sight of where we were sitting and bearing in mind it was a hearing clinic and I might not be able to hear - no one came looking for me. When I returned home I phoned PALS

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Responses

Response from St Austell Community Hospital

Dear Mrs Mutton, thank you for your feedback. We understand you have spoken to PALS who investigated with the Matron at St Austell Community Hospital. Your concerns with the member of staff have been addressed and we apologise for the way you were treated.

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