"Appalling,every patient matters its a joke...."

About: Stepping Hill Hospital

What I liked

I liked nothing about this appointment.I turned up with my 4 year old son to suite one of the opthalmic department at 2.30 after quening to book in for 10 minutes.The appointment was for my four year old.The waiting room was full of seated and standing patients and very busy.I was told 3 times to move by a healthcare assistant there was nowhere to move to the waiting room was that full.I found us a seat outside the booking appointments on the suite and again was asked to move.At 3.15 nobody had been to see us the healthcare assistant were congregated in a corner talking and laughing and my son took to crawling underneath the waiting room chairs which angered some of the patients and to top that my son was covered in dust and hair from underneath all over his jumper and hair,he was tutted at by the patients which i can understand they have been sat there longer than i have.At 3.40 i went to speak to the nurse as we had been waiting now an hour and ten minutes where i was told there was a few patients before us?? I explained my son was bored he was upsetting other patients and that our appointment was 2.30,her reply was What do you want me to do about it its the consultant thats late,and if you leave you will only have to come back another day and do your waiting! I was appalled at her attitude and Stepping Hills appointment system as this happens every time we go to the opthalmic appointments so this is not a one off its like convyer belt care,how they can think they can cram that many patients in to appointments and then turn around and say every patient matters is a joke..Maybe if the care assistants actually spoke to the patients told them of a time delay,instead of standing chatting and laughing there wouldnt be a problem.Disgusting!

What could be improved

The appointment system it was clear to see how many patients there was and how many consultants my appointment was 2.30 i was on time can i suggest Stepping Hill does the same.

The domestics should do there job they are paid to do my son was a mosiac of dust and hair..

The staffs attitude explain waiting times offer to rebook,explain when booking in whats going on.

No facilities for children,if you have to wait a disgusting length of time at least provide some sort of toys or books!

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Response from Stepping Hill Hospital

Thank you for sharing feedback of your experience with us. I am sorry to learn of the issues that arose whilst you attended the out-patient department. I am very keen to investigate these matters further. However, before I am able to do so I will need you to provide me with some personal information so I am able to locate you on our Patient Administration System and commence the investigation. If this is something you would like to proceed with, please contact a member of the Patient and Customer Services Team directly on 0161 419 5678.

Many thanks once again,

Barbara chatterton,

Case Officer,

Patient & Customer Services.

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