"disappointing , stressful, confusing, unhelpful,"

About: Kidderminster Hospital

What I liked

it's close to home,

What could be improved

I attended a outpatient clinic and although my appointment wasn't with the actual consultant it was still 1 and a half hours late, no announcement that the clinic was running late. I appreciate that some clinics do run late but feel most strongly that staff should inform you when a clinic is running late, maybe they could use the pointless advertising TV's in the waiting area to display have late the clinic is running. This information is very important when you have paid car parking fees and you are getting close to running out of time.

I felt staff were rude and abrupt when I asked how late the clinic was running, in fact I was made to feel that I should be grateful to get an appointment at all.

When i was finally seen and shown into the room there was another person who was in there,after a few minutes of sitting down I had to ask who they were and was only then told that they were a student followed by "you don't mind do you?", in a tone that made it clear that I didn't have a choice.

The whole appointment was taken up with "training" the student rather than a normal appointment, i didn't feel able to ask questions and nothing discussed at the previous appointment was addressed.

I feel dissapointed by this experience.

It could have been improved by :

Being kept informed of how late the clinic was running.

Being told that a student was with the person I was going to see prior to me going into the room and being asked if I minded them being there.

I feel that the staff working in the waiting area could be more approachable.

Anything else?

I have had to attend a clinic being run by another provider at KGH and found this to be ideal, there was a receptionist at the desk in the waiting area, she kept patients informed of any delays and was approachable and polite. The clinic was quick and efficient.

Story from NHS Choices

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Responses

Response from Kidderminster Hospital

Thank you for your comments; I am sorry to hear of the problems you experienced, and would like to apologise for the delay in this acknowledgement. I hope that in the intervening time you have received a better standard of service, but if there is anything you would like to discuss with us then please contact us at patientservices.dept@worcsacute.nhs.uk

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