"Not good at all"

About: Kettering General Hospital

I visited for an outpatients appointment. I finally got seen 1 hour after I was due to have my appointment (nobody told me they were running late and I received no apology). The doctor and I were struggling to understand each other due to the language barrier, I was even asked what I mean when I said 'I get pain on both sides of my sinuses'. Despite already trying the solution that the doctor came up and it not working (this would be in my notes as well as me telling him at the appointment) he just gave me the same again. I was then told to go out to reception where I was greeted by nurses who told me I needed to wait for the receptionist, she then sent me back to the nurses, I then had to wait for another nurse because the ones at the station didn't know what to do because they had never been to KGH before. The whole appointment was a complete waste of my time and holiday that I had to take from work. The only positive was that the nurses and receptionist were friendly.

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Responses

Response from Kettering General Hospital

Thank you for your feedback. The department policy is to inform patients of any delays in clinics and we aim to give patients regular updates. I am unsure what happened on this occasion but it is not our intention to not to ensure patients are informed and up to date. The doctor concerned does speak with an accent but is aware to speak slowly to patients. The nursing staff do ask the patients if they understood the consultation and if they would like to go over anything prior to them leaving. I am very sorry that you felt the appointment was a waste of time. If you would like to try another appointment, the Consultant would be happy to see you. If you would like to arrange an appointment, please contact PALS on 01536 493305. Mary Chapman Sister ENT Outpatients Department

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