"There was no update or advice"

About: Crosshouse Hospital / General Medicine

(as the patient),

I felt the service was poor, mainly as I had an appointment for 2:30pm and finally saw the doctor at 3:50pm some 1 hour 20 minutes late.

When I arrived there was no update or advice to tell me that they were running late, ultimately I had to rely on a fellow patient to find out this information.

When I asked the nurses about the late running I was told they were not aware of any lateness to the clinic / services.

There was one lady who came in after me with an appointment for the same time 2:30 but she was seen before me. I felt this was unfair

I think it’s a common courtesy to tell people that appointments are running late and to offer them an option to reschedule if the late running impacts on their day / other events / plans.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear Red417,

I am sorry you found this so inconvenient and I can appreciate how annoyed you must have been when someone was taken before you. I also agree it is irritating when clinics run late. People are usually very understanding about it if they are kept informed. There are many reasons why we should be kept informed of delays and politeness is only one of them. If we know about delays we can manage the things we need to. A recent post highlighted how a patient with incontinence was well informed about her clinic delay. They were very appreciative because this helped them to manage their personal situation. In some cases it may be people who need to arrange to extend child care or extend carer cover for a relative they care for.

I will bring this to the attention of the manager of outpatient and I wonder if there is something we can do to make it a more uniform situation across the board. I am sure this will be taken to the staff meeting to remind us all how important it is.

Kind regards,

Eunice

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