"Tuesday Sept 27th ENR Blue Zone QEII WGC"

About: Queen Elizabeth I I Hospital / Ear, Nose and Throat

Arrived 10:22 for a 10:30 appointment and went to ENT reception, as directed, then told to check-in at the counter by the lift that I had just walked past. An unnecessary return that was also required by approximately 90% of the patients that followed during the 1½ hours I waited. Some of these were in wheel chairs or using walking aids and should not have had to go back on themselves because of poor directions.

At 11:50 I was called in to see a locum doctor, from NHS Yorkshire, according to their badge, and they had already reviewed the scan that I had a few weeks earlier. I was therefore seen and on my way out approximately 5 minutes after being called in.

Here are my questions: -

1. Can the directions to the correct reception be made clearer so that we are not redirected back to where we had just come from?

2. There were two receptionists at the ENT desk that had busy times and very quiet times. Can they advise patients, on arrival, what the potential waiting time is and also announce delays to the waiting room in general.

I understand there are times when delays will be inevitable but I see no reason why these delays are not announced. I am paid for the hours I work and it is most frustrating to be delayed for no apparent reason.

If you wish or need to discuss or contact me with any questions you have my email address.

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Response from Queen Elizabeth I I Hospital

Thanks for your feedback William; the New QEII hospital is a new facility and our teams are still finding areas where improvements can be made.

With this in mind, we're sure that your observations about the organisation of the ENT clinic will be very welcome - which is why we have passed them on to the teams that have responsibility for these areas.

If you would like to get some feedback directly, then just email us at generalenquiries.enh-tr@nhs.net and we'll put you in touch with them.

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