"Appointment at Burton Treatment Centre 23/12/2015"

About: Queen's Hospital, Burton Upon Trent

This was a planned Appointment for a Biopsy, arranged at short notice due to a cancellation. The Appointment was 08:00.

The Staff were first class: Friendly, helpful, knowledgeable, brisk and efficient - everything that one could ask.

The organisation on the other hand was abject, positively Soviet. My contact with the Staff amounted to approximately three quarters of an Hour total whereas I was there for four and a half. The rest of the time was 'waiting'. I could easily have arrived at 11:00 or even 11:30 and still been in time for Booking-in and the Procedure. There were no Emergencies that any of us could detect that slowed down the flow of Patients.

The whole saga let down the efforts of the Staff to provide a good Service. You wouldn't expect this to happen at the Dentist or even the Vet for a planned Appointment so why does it happen at the Treatment Centre?

Story from NHS Choices

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Response from Queen's Hospital, Burton Upon Trent

Dear Mr Beckett

We are sorry to read about the lack of communication you had with staff while awaiting your procedure. The decision to bring patients into the Treatment Centre is decided by the Consultant performing the procedure. We are reviewing our procedures to alleviate the waiting time for the day cases, but this is an ongoing process.

Thank you for posting your review

Kind regards

PALS team