"Waited over 4 hours for a 15 minute appointment."

About: Wansbeck Hospital

My Mother in law attended ward 15 on 22/02 /2016 for an injection in her right hip. She received an appointment asking her to attend at 12.30. We arrived at 12.15 and she reported to reception, we sat for over 4 hours waiting for her appointment, at no point did any of the staff come and tell us what was happening. My mother in law had to go and find a member of staff , only to be told that the consultant had forgot about her as she was on another list. She was really annoyed and was ready to go home and miss her appointment. She finally went into theatre at 16.35 and had the procedure. She has now said that if she needs the other hip done it won't be at Wansbeck. Very , very poor communication.

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Responses

Response from Wansbeck Hospital

Dear Mr Grant,

Firstly, please let me apologise for the fact that you have waited far longer for a response than I would have liked.

I am also very sorry that your recent outpatient experience was such a poor one – we would agree that the service you describe is completely unacceptable .

No matter how busy we are, we would expect our staff to have kept your mother fully informed of any delays. Please extend our apologies to her too, for any discomfort and frustration caused as a result of a long and unproductive wait.

We need to look into this and discover what exactly happened to during her visit. I can fully appreciate why she was so annoyed – I am sure all of us would be too in these circumstances.

Please get in touch with me directly Annie.laverty@nhct.nhs.uk. I would be grateful if you could get permission to share more information about the type of clinic your mother-in law attended and if possible the details of her consultant so that we will look into what happened.

With all best wishes and apologies once again,

Annie

Annie Laverty - Director of Patient Experience

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