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Failure of the doctor to attend their clinic

Posted By JoJ

"Failure of the doctor to attend their clinic"

About: Croydon University Hospital / Ear, Nose and Throat

(as a service user),

Recently I attended ENT outpatients for a 0900 appointment. It soon became apparent that the doctor was not in. I enquired about this and the nursing staff chased for their whereabouts.

After 0930 the secretary attended the clinic and advised that she could not get through to the doctor. Shortly after the secretary re-attended and advised the doctor would not now be attending the clinic that day.

This is frankly unprofessional and dismissive of patients as it appears that the doctor did not inform the nursing staff of their non-appearance, who then could not rearrange patients and honestly manage their expectations.

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Responses

Response from Hilary Frayne, Head of Nursing for the Emergency Department, Croydon Health Services 7 years ago
Hilary Frayne
Head of Nursing for the Emergency Department,
Croydon Health Services

Submitted on 11/11/2016 at 11:12
Published on Care Opinion at 11:52

Dear JoJ

Outpatients do apologise for the poor experience you encountered during your visit to us for your ENT appointment. We value your feedback and would like to assure you that this is not usually encountered within Outpatients.

Unfortunately the clinician on this date was unable to attend the clinic and the message did not filter down effectively to the necessary members of staff, which caused a delay in the information being passed on to patients.

We sincerely apologise for the lack of communication and inconvenience caused to you on this day, I can assure you that the correct process has been reiterated to all teams within in the hospital so that a similar occurrence is avoided.

Best wishes

Hilary Frayne, Head of Nursing for Patient Experience and Quality

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