"Better administration needed - catalogue of errors wastes time"

About: Bedford Hospital South Wing / Trauma and orthopaedics

(as a parent/guardian),

I attended paediatric outpatients in Cygnet Wing with my daughter recently. We arrived at 10. 10 for her 10. 20 appointment and were acknowledged and told to take a seat.

At 11. 00 I reminded the desk that we were 40 mins overdue. Apparently a chit is written for each outpatient as they arrive and its put in a tray without reference to appointment time and the nurses take the top one and calls the next name. So having arrived first my daughter's chit was on the bottom and several later appointments had been called before her.

Got seen by junior at 11. 10 for 5 mins and escorted to X-Ray and asked to sign in. Turned out it was the wrong X-Ray department...they don't do spines. So off to the correct department..and waiting till 11. 40. Finally saw consultant at 12. 15...2 hours after appointment time.

Total time in hospital...190 minutes. Total time receiving attention...20 minutes. Total waiting time in four queues...the rest. And having followed instructions I now have the 8 seats I was asked to take.....any offers?

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

Responses

Response from Communications Team, Bedford Hospital NHS Trust

Hello,

Thank you for taking the time to leave this review, I am sorry that you and your daughter did not have a satisfactory experience.

We will be happy to look into this for you. However, I appreciate that Scubamegadog may not be your real name, and that additionally you may not want to put this or other personal details on so public a forum as Patient Opinion.

As such I would encourage you to get in touch directly with our Patient Advice and Liaison Service team (PALS) via the details on our website at http://www.bedfordhospital.nhs.uk/patients/pals-and-complaints

You can also contact PALS via email to PALS@bedfordhospital.nhs.uk, by calling the team on 01234 795814, or by writing a letter to: PALS Bedford Hospital NHS Trust, Bedford, MK42 9DJ.

If you would like to discuss this or anything else further, please feel free to get in touch directly.

Thank you once again for sharing your experience at Bedford Hospital on NHS Choices.

Ben Raza Senior Communications Officer Bedford Hospital NHS Trust

ben.raza@bedfordhospital.nhs.uk

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

Update posted by Scubamegadog (a parent/guardian)

Thanks. You specifically request that real names are not used on this site. But you have post code and the appointment time and clinic. You should be able to investigate my comments from this data.

I am also making a comment about general procedure in the department. Just taking a walk down there would help you see and address it.

Response from James Munro, Chief executive, Patient Opinion

picture of James Munro

Just to clarify, at Patient Opinion we do ask people not to use real names, since comments are posted in public. We think feedback can often be useful, even if you remain anonymous.

We also request your postcode so we can direct you to nearby services, and your comment to the right people.

But we keep your postcode confidential. Health service staff responding on Patient Opinion can't see your postcode.

I hope that's helpful.

  • Scubamegadog doesn't think this response is helpful
    {{helpful}} of {{totalOthers()}} other people think it is helpful

Update posted by Scubamegadog (a parent/guardian)

Thanks James. Now...are you or anyone going to take my feedback and use it to input into a process improvement? Or is this just a site to help Bedford Hospital express contrition?

I've done my part by feeding back. But if anyone would like to swap a table for 2 of these 8 seats I was told to take on Thursday I'd have a dining room service.

Response from Communications Team, Bedford Hospital NHS Trust

Hello again Scubamegadog,

If you prefer not to get in touch directly then we are still happy to look into this. However, just to clarify, the only definite details that we have regarding your appointment is that you attended Cygnet Wing outpatients department on an unknown date for a 10.10am appointment, and that you subsequently went to have an x-ray.

You are welcome to get in touch directly. Once again, you can contact our Patient Advice and Liaison Service team (PALS) via the details on our website at http://www.bedfordhospital.nhs.uk/patients/pals-and-complaints

You can also contact PALS via email to PALS@bedfordhospital.nhs.uk, by calling the team on 01234 795814, or by writing a letter to: PALS Bedford Hospital NHS Trust, Bedford, MK42 9DJ.

If you prefer to not to provide us privately or publicly with further details then that is of course entirely your decision, and we will look into the issues that you have raised.

Ben Raza Senior Communications Officer Bedford Hospital NHS Trust

ben.raza@bedfordhospital.nhs.uk

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

Response from Bedford Hospital South Wing

Thank you for your feedback regarding your recent visit to our paediatric outpatient clinic and I am very sorry to hear about your lengthy waits (particualrly your wait upon arrival) and mis-information regarding your daughter's x-ray. I will make sure that all your comments are fed back to the department for them to look into further. If you would like to disucss your experience in more detail then our PALS department would be pleased to hear from you. You can contact them on 01234 795814 or at pals@bedfordhospital.nhs.uk Best wishes Paul Cooper Bedford Hospital

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