"Appointment Time-Don't Count on It."

About: Wycombe Hospital

I was offered an appointment time of 8.40 for an X Ray at High Wycombe Hospital. I work full time and this meant I would not miss too much time at work.

How wrong was I. By 9'oclock I had not been called and neither had many people in the waiting room. There was also one patient on a trolley waiting to be seen. Not only had I not been called, no one had come to explain there was a delay.

I read a poster where the third point of what could be expected was "respect for your time". I spoke to one of the many receptionists to ask why I hadn't been called, they were apologetic and confirmed I had been booked in at 8.20 when I arrived.

I was finally called over at 9.10 by a friendly person who asked me to go put on a gown in a cubicle. I looked at them waiting for an apology for the delay. It didn't come. So I said, "what, no apology for the delay?" they shrugged and said "I didn't know there was a delay. I just started and 9 and i believe there were many ward patients who came up" note, there was no apology in that "explanation". I said there was one ward patient and my appointment time was 8.40. Still no apology. So I went in the cubicle and took off my clothes and put on the gown. I came out and no one was there. Where should I go now? So I shouted out "hello?". The nice person appeared and said "in here" as if I was supposed to know.

I had my X-ray. The same person was kind and respectful. When finished I said that an apology would have helped me feel better about the delay. They repeated what they said earlier about starting at 9 and didn't know. So I said "and still no apology!". They said sorry.

I spoke to a manager after I asked for one. I said no one came to explain a delay to all the waiting people. The manager replied that no one was available to do that. I pointed to the many receptionists and said what about these people?

Then was told the agency staff don't start until 9. I asked why my appointment had been made for 8.40 and they shrugged. I pointed to the sign that says we can expect respect for our time and said I don't feel my time has been respected at all today. The manager apologised and said they would speak to the person who had done my X-ray but I went away with the feeling that the apologies were asked for and not genuine, they could not wait to get rid of me and that nothing different would happen in the future.

Speaking to others about their experiences, it seems that one cannot expect to be seen at the set appointment time or anywhere near it.

I find this totally unacceptable and an utter disrespect of my time.

By the way, this forum asks which department I visited, but doesn't give X-ray as an option so I've selected don't know.

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Responses

Response from Anthony Banton, Patient Experience Manager, Buckinghamshire Healthcare NHS Trust

Dear Responder

Thank you for your feedback. I am sorry that on this occasion Buckinghamshire NHS healthcare Trust has not delivered the level of care that that we aim to achieve. Please email me on Anthony.banton@buckshealthcare.nhs.uk alternatively you can telephone me on 07920765628 to discuss your feedback

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