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Unacceptable waiting times

Story from nhs.uk

"Unacceptable waiting times"

About: Leighton Hospital

My wife and I were kept waiting in the blood collection department for well over an hour which is totally unacceptable. Management should provide correct staffing levels AT ALL TIMES for this very busy department.

Similarly we waited for well over an hour in the ECG department due to staff errors. My wife's file had been placed in the in-patients tray by mistake.It was only when I asked what the delay was likely to be that the error came to light.

The pre-op nurse must have known how busy these departments are. Why didn't she arrange to have these procedures carried out at Northwich Infirmary? Shame on her as well. Also why should the patient have to return the yellow ECG card to the pre-op department? There are lots of hospital porters whose job is to move people and papers from A to B and back again all day long. Why can't they return the card?

Overall, yesterday's visit was a nightmare.

Top level management needs to get a grip on the overall running of this hospital.

I have decided to tag these comments as anonymous because my wife is due to return for treatment and I wouldn't want her to suffer from 'reprisals'

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Responses

Response from Leighton Hospital 8 years ago
Leighton Hospital

Submitted on 16/11/2015 at 09:57
Published on nhs.uk on 17/11/2015 at 01:31

Thank you for taking the time to provide your feedback on NHS Choices. The staff in the Cardiorespiratory Unit remember the situation when you were delayed in the department and note that it was an error in that the referral card had been placed in the inpatient box rather than outpatients box. We recognise this was very frustrating for you and we hope you can accept our sincere apologies for this. With regard to the phlebotomy service, we are extremely sorry for your wait.

It is difficult to predict patient flow through the department for walk in patients. We try to flex our workforce by pulling people from other areas to help with surges but cannot always guarantee that we are able to do this. We are currently reviewing our capacity as demand increases and hope that we are able to rectify some of the wait issues in the near future .

We are also sorry to hear that your experience of our pre-operative service did not meet your expectations. We can fully understand your frustrations and would like to assure you that we will be discussing your suggestions with our pre-operative staff.

Again, we would like to apologise for your experience and thank you for giving us your feedback, as it will enable us to improve our service moving forwards. Sue Hamman and Sally Mann, Divisional Leads for the Diagnostic & Clinical Support Services Division and Surgical Division

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