"While not seen on time, the nursing staff made the..."

About: St Peter's Hospital (Chertsey)

What I liked

I would especially like to commend the staff in the outpatient dermatology department for their handling of the extreme delay of scheduled appointments. They regularly visited the waiting area, provided polite regrets for the delay with the delicate explanation that an earlier patient required extra time, as we sometimes all do, and that our patience was appreciated. Their kind manner kept many from feeling annoyed with the situation, myself included. This was a nice change from other offices where my appointment has run late and the staff was neither friendly nor offered explanation.

What could be improved

The extra hour of wait time made the parking more expensive. A voucher for parking when appointments are delayed by an hour or more at no fault of the patient would be nice.

Story from NHS Choices

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Response from St Peter's Hospital

We are sorry that your appointment was running late. Whilst we try to keep our clinics running on time, unexpected delays do sometimes occur when other patients need extra time and we never like to rush someone through their appointment. However, we know it can be frustrating to sit and wait with no idea what is happening so are pleased to hear that our staff dealt with the delay well and kept you and the other patients regularly updated. We will pass your nice comments onto our outpatients staff.

We have taken your point about the parking charges on board and if you would like to discuss your experience or thoughts on parking in more detail then please contact Lynn Robinson, Head of Patient Engagement and Experience on 01932 722859 .

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