"How is it possible!!!!"

About: Princess Alexandra Hospital (Harlow)

How is it possible to have one of the first appointments of the day (9.20) and for it be running 2 hours late! No explanation from staff, no apologies, just sit and put more money on your car, cancel your work meeting because there is no information. This would not happen anywhere else but the NHS. If there was an emergency they say I'm sorry but we have had an emergency so we will be running late, easy. Some how I doubt that was the case in this particular clinic. Staff calling out to a room of 15 people have you got your samples! What about privacy and respect. I have never seen staff walk around a place of work so slowly, with their phones, cups of tea, chatting. No urgency to anything. A few smiles and some communication goes a long way along with a simple sorry to keep you waiting, costs nothing.

Story from NHS Choices

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Responses

Response from Princess Alexandra Hospital

Dear Anonymous, I am sorry this happened. This is not how I would expect to receive services and so it is not acceptable for you to have to accept this. You are absolutely right to raise the issue. Waiting for 2 hours is not acceptable and you should be spoken to individually if a sample was being requested. In order to focus our resolution, I would greatly appreciate it if you would get in touch with me directly to tell me where and when this happened. The Trust believes in providing excellent care, every single time, to every single patient and this includes family and carers. We clearly have not got this right this time. So where we get it wrong, we will be open and explain what went wrong, as well as saying what we are doing to address issues. If you feel able, please call us on 01279 827844.

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