"Incredibly frustrating, no respect for my valuable..."

About: Hemel Hempstead Hospital

What could be improved

Informing patients of waiting times.

After checking in at 9.47am for a 10.10am appointment, we were finally seen at 12.35pm. There were no visual displays of clinic delays or an explanation/announcement offered by any staff. When asking staff how much longer before our appointment, we were kept being told we were next, but this still took over 40 minutes and we were made to feel a nuisance for asking.

Having paid for three hours parking for what was eventuallty a 5 minute consulation where the registrar was unaware of the reason for the clinic visit, it would appear that this was still not an adequate amount of time.

Previous visits have shown that waiting times were not an issue, but when they are this needs to be clearly and regualarly communicated.

Posters state that the electronic check-in would allow staff to spend more time with patients, but staff were only visible walking up and down the corridor and not interacting with the many exasperated patients waiting.

Would have been happier waiting if I had known why or how long, so that I could have guaged the time to put more money in for the car park, go to the toilet or even get a cup of tea.

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Responses

Response from Hemel Hempstead Hospital

Thankyou for offering feedback of your patient experience to date of writing at Hemel Hempstead.

We are always concerned to hear of any patients who are unhappy with the care and service they have received. The importance of a wholly positive patient experience is one of our key objectives, and the issue of communication between our staff and patients is a fundamental area we’re working hard to improve in.

In respect of the waiting times issue, we are now actively working to ensure that patients are kept fully informed of their likely waiting times through improving our communication to them during their stay with us, from start to finish. We have of course passed on your comments to our orthopaedics team and staff involved in your care, who will undoubtedly find these useful.

If you wish to provide us with more detailed feedback, please do get in touch with our Quality Assurance team by email (wherts-tr.complaintsteam@nhs.net ), and we will provide you with a detailed response on each of the issues raised.

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