"Gynecology Outpatient's Appt"

About: Wythenshawe Hospital

Attended an appt, made at the request of my GP. Appt was with a consultant at 08:45am. I checked-in at Outpatient's 5, before taking appt receipt up to the Outpatient's Dept on 1st Floor at around 08:25. Was passed from pillar to post by rude nursing staff before someone (non-nursing) eventually took the slip off me to acknowledge my arrival and presence in the waiting room. Consultant was apparently late arriving and starting clinic, which is understandable but there was no communication of this by any of the nursing team. At approx 09:40, I was called by a doctor who was clearly not my consultant. They did not introduce themself but I'm guessing this was a registrar. The waiting room was full of patients and I didn't want to create a scene (even though that was not my intention) so I walked into the clinic room and politely explained that I wanted to see the consultant if that was ok with them as that is whom my appt was with due to post-op concerns. The doctor seemed OK about this however the nurse overheard this (as the clinic room was open) and looked at me then at the doctor and then rolled their eyes and sighed and then looked at her student nurse. I then explained that I wanted to see the consultant. The nurse informed me that the consultant had not yet arrived in clinic to start the clinic so there was a delay. I said that I was happy to wait. They uttered something to the student nurse as I walked back to the waiting area. The consultant arrived minutes later and saw me at around 09:50. I was called in by a student nurse who wanted to come into the consultation but I was not in favour of this. My consultation was great, I was sent for bloods and to pharmacy, which was all a fine experience. This visit to outpatient's was my second experience and I can say that I have never been dealt with so rudely from the moment I set foot there. I feel that certain nursing staff need to appreciate that patients are going through a lot. There doesn't appear to be any team work - is it really too much to take an attendance receipt off someone to acknowledge there presence in the waiting area? Why pass the patient from pillar to post. I don't understand it. It's rude and not welcome in a large teaching hospital. I also feel that the nursing team need to communicate verbally to patients rather than just write names on the white board. If the clinic is delayed in starting then convey that to patients. My appt was at 08:45 and I arrived in the dept at 08:25. I was seen at 09:50. I left dissatisfied with the nursing staff. Five stars for the consultation though!

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Responses

Response from Wythenshawe Hospital

Thank you for taking the time to post your comments on the NHS Choices website and please accept our apologies for the delay in responding to you.

Please accept our apologies that your initial experience was less than satisfactory and please be assured that your comments will be passed to the appropriate Service Manager and Matron for the Gynaecology department who will share with the relevant staff.

Unfortunately, clinicians can sometimes be delayed arriving in clinic and this is often due to an inpatient needing to be seen prior to the start of a clinic. We are pleased that your wait was not too long and that the eventual consultation was satisfactory.

Please don't hesitate to contact the Patient Experience Department on 0161 291 5600 or via email them at pls@uhsm.nhs.uk if we can be of any assistance in the future.

Kind regards

Patient Experience Department

UHSM

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