"Appointment inefficiency"

About: Blackpool Victoria Hospital

Appointment malfunction. I was given an appointment over the phone but was told upon arrival that "You should have come yesterday". I am 100% sure that My version is correct because I remember asking if I would receive confirmation in the post but was told that the phone call was sufficient. They then repeated the appointment details. When I asked upon arrival if I could be seen anyway I was told that the clinic was full but I could wait until 4pm (11/2 hours) but even then could not guarantee an appointment. Because I had other important business to attend to I could not afford to spend that amount of time in the waiting room on the offchance that I might be seen. I explained that this appointment was important because I was seeing the specialist in 5 days time and they needed the results of this appointment but the receptionist refused to help.

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Responses

Response from Eleanor Walsh, Lead in Patient Experience & Engagement , Patient Experience, Blackpool Teaching Hospitals NHS Foundation Trust

picture of Eleanor Walsh

William

Thank you for posting feedback on this website. We are always working to improve the services we offer to our patients and this starts with listening to what your experience of care has been like to understand what we do well and what we could do differently.

I am sorry to hear that you were dissatisfied when accessing our outpatients service recently. I apologise for the fact that your experience was so poor, and that there was confusion over your appointment time. I would appreciate it if you could contact our Patient Relations team on 01253 955588 so we can discuss your experience more fully and work out which clinic this relates too so that we can investigate this further.

I will be passing your comments onto the Outpatients Service Manager as your story highlights so many areas for us to learn from.

Many thanks

Eleanor Walsh

Lead in Patient Experience and Engagement

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