"Orthopaedic outpatient clinic"

About: Tameside General Hospital

Today I took my mother to a follow up appointment at the fracture clinic for her to be reviewed following an operation to repair a broken wrist approximately 10 days ago. Her care so far had been excellent, but unfortunately following our arrival in outpatients today at around 14:30 in anticipation of a 14:45 appointment, my mother spent the next 2 hrs (1hr 45mins post appointment time) sat in the waiting room without being seen by anyone.

On two separate occasions (prompted by the TV screen to bring it to someones attention if you weren't seen 20mins after your appointment time) I spoke to the nurses. I was told both times that my mother was third in the queue and that after a couple more patients she would be seen. This was then followed by 5/6 people being called ahead of her. In the end we somehow bypassed the doctor and went directly to have her cast removed. From this point on, once again the care was very good and she was seen by a doctor post removal.

What troubles me most is that my mother suffers with poor memory and the onset of dementia. Luckily today I was able to stay with her throughout the afternoon, but if she had attended on her own, waiting for that period of time may well have resulted in her leaving untreated.

In summary, I maintain that the service we received from members of staff was excellent when we got to see them, but would suggest that a system which asks for you to attend a 14:45 appointment then doesn't place you in front of someone until 16:30 must be broken.

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Responses

Response from Helen Howard, Head of Patient Experience, Tameside and Glossop Integrated Care NHS Foundation Trust

We apologise for the delay your mother experienced in the fracture clinic. Our nursing staff should communicate with our patients regarding the waiting time and these are usually published on the TV screens in the waiting areas. We are aware that there have been issues in this particular clinic, which we are working to try to resolve.

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Response from Tameside General Hospital

We apologise for the delay your mother experienced in the fracture clinic. Our nursing staff should communicate with our patients regarding the waiting time and these are usually published on the TV screens in the waiting areas. We are aware that there have been issues in this particular clinic, which we are working to try to resolve.

Helen Howard

Matron Patient Experience

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