"Thirsty long wait at Clinic "

About: Royal Lancaster Infirmary / Ophthalmology

(as a carer),

During a recent visit to opthalmology out patients we encountered a very long delay, the clinic was running very late. This delay was not the fault of any staff however there was a lack of communication in passing the information to people waiting. Once a full explanation was given people had already become anxious and disgruntled. I offered to find refreshments only to be told there was none, not even a water fountain.

Due to parking constraints at your hospital many people had arrived in good time for their appointment, we ourselves were there 15 mins early. The total length of time we waited (not just ourselves) was 3hrs.

I believe if a vending machine for tea or coffee and/or a water fountain had been available people would have been more tolerant and comfortable through the delay.

Having come from another health board were they actively seek patient input I asked for a patient experience form so I could feedback this experience only to be told they did not use them. I wonder why.

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Responses

Response from University Hospitals of Morecambe Bay NHS Foundation Trust

We are very sorry that the facilities at Queen Victoria Hospital weren't what you expected. We value all feedback from patients and are currently undertaking a Trust wide patient environment project to improve facilities for patients. We would appreciate if you could contact our Patient Relations team on 01539 795497 to discuss this further. Thank you for your feedback.

Update posted by Patient patience (a carer)

Sorry there appears to have been confusion, this was at royal lancaster infirmary not queen Victoria morecambe. We have had another appointment since with an expected delay and we were offered refreshment.

Response from University Hospitals of Morecambe Bay NHS Foundation Trust

Apologies for our mistake! We are glad to hear that your found an improvement on your subsequent visit to Royal Lancaster Infirmary. Thanks again!

Response from Royal Lancaster Infirmary

We are very sorry that the facilities at Royal Lancaster Infirmary weren't what you expected. We value all feedback from patients and are currently undertaking a Trust wide patient environment project to improve facilities for patients. We would appreciate if you could contact our Patient Relations team on 01539 795497 to discuss this further. Thank you for your feedback.

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