"Not kept informed"

About: City Hospital campus / Trauma and orthopaedics

(as the patient),

I arrived on time for my 2. 30 X-Ray appointment at the City Hospital. I was show too a waiting area where other people were saying how hot and uncomfortable it was. At 4. 00 myself and some others were taken to another area and told to wait there.

I asked a member of staff why was everybody waiting so long? They replied it was one of them days a machine has broken down. I asked why wasn't people informed of this? The member of staff shrugged their shoulders and walked away showing no interest in the question.

An elderly person got up and said they couldn't wait any longer as they had to be elsewhere. Another member of staff saw them walking down to the reception area asked the person where they were going? The elderly person told the member of staff about why they couldn't wait any longer, the member of staff then said Go back to your seat and wait your turn" and then walked away. I waited another 20 minutes before I was called for my X-Ray.

At no time was anybody informed about the delay. Surely this could have been said when you checked in at reception? I appreciate you have to wait your turn and cannot be seen straight away but nearly 2 hours waiting in a extremely hot environment with not explanation and unhelpful staff is not acceptable?

I visited this department over a year again and it was very hot then in that area. Cannot something be done about the this? I will add that the Radiographer who saw me apologised about the wait, but when I informed that nobody was told they were most surprised and said that they would inform somebody about it after dealing with me. This member of staffs customer service and care was first class. A very bad visit Nottingham City Hospital.

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Responses

Response from Nottingham University Hospitals NHS Trust

Thank you for taking the time to write to us about your poor experience. I am very sorry to learn of the inappropriate behaviours you encountered and substandard communication not to mention the high temperatures in the clinic.

If you’d like to get in touch with me to discuss your concerns further I would be happy to speak with you – you can telephone me on 0115 924 9924 ext 67151 or email jane.mckay@nuh.nhs.uk. It is important that we learn from such complaints so that we can put things right for patients in the future.

Kind regards,

Jane McKay

Radiology Matron

Response from City Hospital campus

Thank you for taking the time to write to us about your poor experience. I am very sorry to learn of the inappropriate behaviours you encountered and substandard communication not to mention the high temperatures in the clinic.

If you’d like to get in touch with me to discuss your concerns further I would be happy to speak with you – you can telephone me on 0115 924 9924 ext 67151 or email jane.mckay@nuh.nhs.uk. It is important that we learn from such complaints so that we can put things right for patients in the future.

Kind regards, Jane McKay Radiology Matron

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