"Poor service. Excessive waiting time."

Accompanying a patient to attend the Papworth Hospital Sleep Clinic held at Thetford Healthy Living Centre.

Main reception desk didn't want to know and said just sit over there!

1 hour after appointment time - patient was called by nurse for BP and weight check. This was performed in a room with floor littered with boxes of equipment and shared with technician checking patient's monitors. No large BP cuff available so forearm used for BP measurement.

1hour 20minutes after appointment time - called by Dr. No apology for lateness so I asked 'Do your clinics usually run this late? ' response was Oh I don't know what the time is. A satisfactory consultation followed.

During my one hour 15 min wait I observed - The main reception desk is situated close to the waiting area. Every word the member of staff spoke on the 'phone during her several, apparently mostly personal, calls was plainly audible to me. There is no patient confidentiality.

At no time did any member of staff apologise for the late running of the clinic.

Patients seemed to be seen at random with no regard for appointments.