"Very poor indeed"

About: Bradford Royal Infirmary

After being nagged and harassed into going onto the Ostrich programme we were assured by the Professor that follow up appointments would be prioritised and there would be no waiting times. Begrudgingly we agreed. Our appointment today was for 11.00 am, we arrived with time to spare. At 11.25 we enquired how much longer we will be waiting to which the receptionist replied your next. Then another 2 patients were called before us. when it got to 11.45 I asked again to which another receptionist replied your next, when I had the cheek to say you said that last time, I was told that wasn't me. We eventually got in at around 12 with a distraught and tearful 2 year old, who did not want anything to do with the hearing tests after such a long wait. When I mentioned my daughter was in this state due to the wait time, the nurse simply replied "its busy Tuesdays". After 5 minutes of trying and no progress with my 2 year old inconsolable they decided the test couldn't be done. Due to the state of our daughter I had to leave the hospital and take her home, excellent what a waist of time and half a days holiday lost from work. To be fair the nurse did try to get us in next after the 'hearing test' but I had to get my daughter out of there before she passed out. Please refer me to Airdale. Don't want to sound picky but the children's play area consist of 4 chairs and a tiny desk. Nothing else except for rubbish and food littered on the floor, Oh and a dangerous gate not suitable for children.

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Response from Bradford Royal Infirmary

Thank you for your feedback regarding your daughter's recent appointment within the ENT Outpatient Department. I am sorry you didn’t have a more positive experience. The issues you raise relating to the Ostrich programme and referral to Airedale will be passed onto the ENT consultant concerned. With regards to the time you spent waiting within the department, patients are seen in appointment time order, and young children are seen by a different team for hearing tests than older children and adults. This would account for why patients may have appeared to have been called in before you and why you weren’t seen by the Audiologist until 12 o'clock. Unfortunately, depending on the complexity of patients within a given clinic, appointments can be delayed but this should be communicated to all patients if this is the case. Please accept my apologies this did not occur on this occasion. With regards to your comments on the play area we will look into how improvements can be made.

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