"Dreadful waste of staffing resources"

About: Countess Of Chester Hospital

Waiting with my elderly mother at OPD2 for her 11 am appointment at the Eye Cinic - 1.30 pm and still no sign of when she will see her Doctor. Why make so many appointments at one time? Why not let patients know there is a delay? Why are admin staff sitting and walking about talking to each other? Why aren't they busy? The NHS is under resourced? Not here, they have nothing to do, they walk about aimlessly. The receptionists chat and laugh with each other. And my mother waits and waits..... Where are the lean consultants, why is no-one watching the flow. Huge demand, little capacity. It does not look like this right now in OPD 2 at 1.30 pm with 6 patients awaiting their 11 am appointment.

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Responses

Response from Countess Of Chester Hospital

Dear Sir/Madam We are sorry to learn of the poor perception you have formed of the Ophthalmology Service, when you accompanied your mother to her recent out-patient appointment. We take all patient feedback very seriously and therefore we would like to use your comments to see what happened on this occasion. Please feel free to contact the PALs Department on Freephone 0800 195 1241 and select option 2 or email cochpals@nhs.net to give us more information about your experience. This will also give us the opportunity to feedback to you personally regarding any changes that have been made as a result of your comments. The Patient Experience Team

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