"Outpatient appointment"

About: Hull Royal Infirmary

My appointment at the dermatology department was for 3:30.

At 4:15 I asked the receptionist how much longer I was going to be.

It was estimated that it would be another 25 minutes, approximately.

I asked why , in these circumstances, reception staff could not have explained to people waiting that there was over an hour's delay, to be told that it was not their responsibility to do this but the nurse's.......how can this be, and even if it were the case, would it have inconvenienced them to explain politely to the waiting patients that the clinic was running late , for whatever reason?

People are, generally, very understanding if they are treated with respect as opposed to complete disinterest.

I have no issue with the medical staff, I have received very good care, but the reception staff need to be a little more engaging.

I left without being seen because I had to be somewhere else which is not ideal.

Story from NHS Choices

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Response from Hull Royal Infirmary

Thank you for placing your posting on the NHS Choices website. We are sorry to read of your recent experience in the Dermatology Outpatient clinic.

We will ensure your comments are shared with the Dermatology team.

In order to address the concerns you have raised, we would like to invite you to contact our Patient Advice & Liaison Service (PALS) on (01482) 623065 or email pals@hey.nhs.uk.

They will be able to take further details and advise accordingly.

Thank you once again for taking the time to provide us with your views on local NHS services.

Kind regards,

Patient Experience Department

Hull and East Yorkshire Hospitals NHS Trust.

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