"Communication and waiting times"

About: Whipps Cross University Hospital / Accident and emergency Whipps Cross University Hospital / Trauma and orthopaedics

(as the patient),

I went to A & E in December 2015 and was kept in for two nights just to wait for a CT Scan (bed blocking). Went for a follow-up appointment a few weeks later and after getting to X-ray Department, which was quite difficult, I was told there was no record of an appointment for me.

My Husband went to the Orthopedics clinic to request one and then back to X-ray. Once X-ray was done went back to clinic and waited and waited, we were there four hours in total. When I saw the Clinician I asked him to ensure that the next X-ray was properly recorded for  and it was confirmed. On my appointment date I set out early for the appointment, this time on my own.

I parked an hour before and walked, on crutches, to X-ray to be told there was no x-ray appointment for me. Because I was alone, I had to go all the way to the clinic and get it requested then make my way back to X-ray then make my way back to Clinic and tell the desk person I was back. I told the desk person I was back and they told me to take a seat in the waiting area.

After an hour and a half I approached the desk and asked how long and the member of staff rudely said that I did not tell them I was back from x-ray which I 100% did. I was so angry to have been spoken to like this and I got no apology so I reported the incident to another member of staff who was very understanding. The senior member of staff ensured I was seen immediately and I felt so happy when I was discharged so that I did not have to go through this again and again.

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Response from Martin Worwood, Patient Experience Measurement, Barts Health NHS Trust

I was very sorry to read your review and of the difficulties you experienced. To discuss your concerns and so that we are able to look into this please contact me directly.

Kind regards,

Darren Hinds

Service Manager - Outpatients

Whipps Cross Hospital

Direct Dial: 020 8535 6521

E-mail: Darren.Hinds@bartshealth.nhs.uk

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