"Lack of communication over exceptionally long wait"

About: Wishaw General Hospital / General Medicine

(as the patient),

I recently attended the outpatients department at Wishaw General Hospital ahead of my appointment which was scheduled for 4pm. I appreciate the clinic was busy that day, however, I was not seen until 5. 30pm. This was not only frustrating, but at no point did a member of staff advise any of the patients waiting that the clinic was running late. I, and others, were left wondering whether we had been forgotten about. This lack of communication, coupled with the exceptionally long wait, only added to the anxiety I was already feeling.

Had I other commitments that day, I would not only have been late, but it may have involved seeking alternative arrangements. If I were to attend the clinic in future, and the same happened again, it would be nice if staff could acknowledge the fact that delays have been incurred and the clinic would be running late.

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Responses

Response from Marion Mark, Director of Hospital Services, Wishaw General Hospital, NHS Lanarkshire

picture of Marion Mark

Dear ShoeGal1

Please accept my apologies for your lengthy wait I can understand your frustration it is totally unacceptable that staff did not communicate to you that the clinic was running over. Our normal practice is to make an announcement when patients have to wait more than 15 minutes beyond their appointment time and I am unclear why this did not happen on that day.

I totally understand your anxiety over the matter and worry that you may have been forgotten about staff should have spoken to the patients waiting as you correctly say some people may have had to make other arrangements.

I would appreciate it if you could please contact Yvonne Ross our Patient Affairs Manager by calling 01698366558 with the details of your visit to allow me to investigate further.

Thank you for taking the time to draw this to my attention and I will remind staff of the importance of keeping patients and their relatives or carers informed if the clinic is running late.

Kind Regards

Marion

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