"I attended an over booked outpatient ..."

About: Southampton General Hospital

What I liked

I attended an over booked outpatient clinic - it was clear that the consulting staff were under pressure. An additional consultant joined the clinic in order to help with the pressure.

His attention was outstanding and I appreciated the fact he asked staff who were already under pressure to fit me in and perform additional investigations.

A notice board indicated the delays, and was updated, but not many patients would have realised that this was its purpose.

What could be improved

The clinic was confusing - where do you go, where do you wait, what is going on? Some members of the nursing staff seemed to wander between rooms and corridors with no purpose.

The delays in appointments affected the transport services, and one lady in a wheelchair was told that the driver had to leave as they had patient commitments elsewhere and they weren't sure what would to happen to her. She was bemused.

Anything else?

Do you have enough staff to cope with your demands?

A wait is inevitable, but do all your staff turn up on time to start?

Story from NHS Choices

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Response from Southampton General Hospital

Philip – thank you for your comment about the clinic. We are very sorry to hear that you and the other patients experienced delays and found it confusing. We have many different outpatient clinics and while we will share your comment with the trust lead for patient experience, we would really like to pass your feedback on to the relevant department to act upon. Unfortunately we are unable to identify the service you attended from your comments and NHS Choices don’t provide us with your contact details, so please contact us via PALS (pals@suht.swest.nhs.uk) or our new online comments form at www.suht.nhs.uk/feedback to let us know some more details about the specific clinic you were attending.

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