"Inefficient new hospital"

About: Altrincham General Hospital

Went for an x ray this morning and checked in at approx 09:40. There were about 10-15 people waiting in waiting room. An hour and half later I had not been seen! I went to reception to ask if I'd been forgotten. The receptionist took details again and confirmed I was in the system. They went through to x ray and returned a couple of mins later and took me through. The radiologist apologised and said the computer was indicating I had been seen already!!! They then said a patient who had been before me had had similar x ray so I then went off the computer. They actually joked that the procedure had taken 40 seconds and I had waited an hour and a half. As you can imagine I didn't find it funny at all. To say I was furious was putting it mildly. This is totally ridiculous, I expected a little wait but an hour and a half was beyond a joke and in fact if I hadn't gone to reception I would still be waiting. For a brand new hospital this is not very efficient. I would welcome feed back on this.

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We can only apologise for your experience on attending Altrincham Minor Injuries Unit in May as clearly we did not meet either your or the Hospitals expectation of good service on that day. Lynn Telfer, Radiography Lead for Trafford Hospitals, has spoken to the Radiographer involved and he recalls that he had incorrectly completed the computer entry for you, thinking he had completed your examination when in fact he had not. This resulted in you not being called and as you correctly state. Once you went back to reception the staff checked what had happened and the error was identified, and your examination was completed. Ms Telfer has discussed with him his working practice, and has asked that his apologies are conveyed to you for the delay and the distress caused to you on the day. If you would like to discuss your concerns with us in more detail please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust