"Long, boring and frustrating."

About: Chelsea & Westminster Hospital

What I liked

The nursing staff were very polite and took the time to explain the procedure to me. I study medicine so the consultant was also happy to talk about what he was doing as he went along and showed interest in where I was in my studies. The waiting room was very clean and there was a (very large) TV to watch, which was just as well considering the amount of time I spent there.

What could be improved

I was asked to attend my appointment at 2pm. I had the procedure done at 5.30pm. I was asked to change into a surgical gown at around 2.30pm so this meant waiting in the inner waiting room inside the department wearing the gown for over 3 hours.

I'm realistic about waiting for appointments (being a medical student, I know how difficult it can be to keep things running on time) and was prepared to wait for an hour or so but 3 and a half hours is unacceptable. Particularly for a cystoscopy which takes 5 minutes to perform. I've no idea why it took so long but even a brief explanation would have been appreciated. It would have been better, too, if I'd not been called in to change if the staff had known things were running so late as sitting around in a surgical gown wearing disposable knickers is not a particularly dignifying experience!

Story from NHS Choices

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