"General outpatients appointments"

About: Royal Blackburn Hospital

I accompanied an 84yr old lady to her hospital appointment, we arrived by hospital transport at 2:15pm for her 3:00pm appointment. We patiently waited, & waited then a member of staff came out & wrote on the board 75mins waiting time from the original time of your appointment. Not only were we all angry to say the least, they went on to explain all the appointments that afternoon were double booked. No wonder people get fed up when they have to wait so long. We finally got in to see the doctor at 4:30pm & were back out 15mins later. We then returned to the Ambulance transport office & booked in (4:50pm) we were told the transport would not be to long, so we waited. The member of staff finished work in the ambulance transport office at 5pm, we were the only ones left in the waiting area & had no idea how long we had to wait, it was only when 2 ambulance had come & gone & we were still there. Then when the next one came in I asked them if they could find out how long our transport would be, they were more than happy to help us. Not long after they came back & told us they would be taking us home, it was a relief as it was now about 7pm. We finally got home about 7:15pm, 5 hours later for a 15min appointment. We were both ready for a hot drink & something to eat, I just think this is far to long for a routine appointment & there was no one to ask when the ambulance transport desk is closed.

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Responses

Response from Royal Blackburn Hospital

Many thanks for your feedback on your experience of our out-patient services, and thank-you for taking the time to do so. I am very sorry to hear that your recent experience with us wasn't what you expected as we always strive to deliver safe, personal & effective care. In order to pass on and action your concerns I will need further information from you to highlight the particular date and type of clinic so that we can investigate and teams can learn from this feedback. If you would like to talk through your visit in more detail, please contact one of our Patient Experience team so we can understand the bits of your experience that made this such a poor visit for you we would really value this so that we can try to improve things for every patient visiting our hospitals and services. You can either contact me (Meg Davey) on 01254 733698 or email me on Margaret.davey@elht.nhs.uk. If you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk Or if you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further.

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