"waiting time - too long,............"

About: Weston General Hospital

What I liked

This isn't what I liked, its what happened.

Appointments always run late, but on my last visit my 2.15 led mw to being seen at 4.00. the clinic had apparently started late, and no apology was given by the consultant when I did eventually get to see him. His comments were confusing and contradictory, but by that time I had given up the will to question him for clarification.

I had nearly walked out, but another elderley lady was told if she went, she would not be given another appointment.

My bloods had already been taken at the drs, as had another ladies, and this was pointed out to medical staff, who had said they were waiting for results to be returned. It made no difference.

The cramped waiting room was stuffy, although a samll window was open, and didnt have enough seats for those waiting. The room is always packed, more so on this day as there were 2 clinics running.

The middle doors do not hold open and there is no room for wheelchairs with patients seated either side of the narrow space. this makes it embarrassing for those who have to be wheeled up through.

The nearest water / drinks machine/cafe is a good walk away and people were scared to go in case they missed their turn. It is also too far for alot of patients to walk. The nurses offered no refreshments, although had some themselves.

What could be improved

Communication - patients arriving after me were not made aware that the clinic was running over an hour late at the start of the afternoon.

Reception staff at the main entrance - generally, they are always too busy talking to each other , and when they do acknowledge you need help, no eye contact, no smile and often no greeting at all.

water machine - located close to this waiting area - it is too small for number of patients allocated in each clinic. Need bigger waiting room, or fewer patients, or indeed both. Due to the nature of this clinic many patients are generally older, and there is luckily a toilet nearby.

Attitude of consultant - aren't you lucky to have been waiting out there all this time to see me. A lesson in manners, humility & apology would have helped diffuse the situation. Clear information too. The letter sent to my GP , I didnt get one, didnt match the instructions I had been given.

Story from NHS Choices

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