"appointment delayed with no explanation and layout..."

About: St Mary's Hospital (Manchester)

What I liked

The location was easy to find and the hospital was clean. The staff were friendly.

What could be improved

When I had my appointment to see the consultant gynaecologist, my appointment was due at 11am and was not seen until midday. I had gone to reception three times during my wait and asked the receptionist why there was delay and received a lukewarm service. The receptionist was very vague and didn't give me a proper explanation as to why my appointment was delayed for so long, vaguely apologised and tried to reassure me that I would be seen within 15-20 minutes. This time period lapsed and I went up to the reception desk again and another receptionist came and actually explained to me what had happened (there were supposed to be 3 nurses on duty but only one was on as the other called in sick and the other couldn't be bothered to show up). I was very unhappy about this and when I finally got to see the gynaecologist, he was polite enough but was rather short and seemed to want me out of the room as quickly as possible, probably due to the delay and was fed up of his patients complaining. Please see below for further comments.

Anything else?

I do not like the structure of the hospital. I was sat in the waiting room and the layout of the place was not good. It might be the open plan space of the room but the place was very noisy as sound carried making it difficult for patients to hear the nurse or the consultant call their name when they were summoned which was rather annoying because I found it hard to hear who they were calling and had to approach them to ask if they had called me.

Story from NHS Choices

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Response from St Mary's Hospital

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope. If you would like to discuss this with us, feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

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