"Orsett hospital Orthopaedic outpatients"

About: Orsett Hospital

I attended Orsett hospital Orthopaedic outpatients Monday 20th June 2016, my appointment time was actually 10:40, but I thought it was at 10:00. I arrived at 09:49 expecting to be seen at 10:00 there was no sign of delays in service on the notice board I received no welcome after standing at the desk for approximately 30 seconds the receptionist abruptly asked my name I told them my name and the time I thought my appointment was '10:00' the receptionist looked at patients time sheet and said take a seat. After 20 minutes I asked what's happening. At no point until 11:10, 30 minutes later than my actual time did anybody explain I was early. Patients with conditions could easily be confused the service was unprofessional. No welcome staff seemed unwilling and reluctant to help. me and my wife heard staff members talking about channel 5 show big brother whilst patients are waiting to be seen Orthopaedic front desk would benefit from front of house training, upon entering Orsett hospital the reception desk is fantastic very informative and have a high level of professionalism. I should of read my appointment time correctly but I misread it in turn Orsett hospital staff should of made me aware I was early or of any delays.

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Responses

Response from Orsett Hospital

Thank you your comments following your recent appointment at Orsett Hospital.

We are sorry that you have cause to raise concerns about your experience.

Your feedback is important to us to ensure lessons are learnt and services improved.

Please be assured that your comments have been forwarded to the senior team who will address all your issues with staff in the department.

However, if you would like to discuss your concerns further, please contact our Patient Advice and Liaison Service (PALS) on 01268 394440 or email pals@btuh.nhs.uk.

May we take this opporutnity to thank you again for taking the time to feedback your comments and wish you all the very best for your future good health.

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