"Keeping of appointments (outpatients)"

About: Royal Derby Hospital

Anything else?

My wife had an outpatients appointment in the endocrinology department at 16:20 on Tuesday January 5. We were in the area and rather than run the risk of being late by going home and returning, we entered the department at around 16:00. Appointment preliminaries were done by 16:10, i.e. 10 minutes early. We were asked to take a seat and wait to be called. The hot drinks machine was out of order but a beaker of cold water was available. We were given no further information and we left the department at 17:05 having seen neither doctor/nurse or receptionist since we arrived. The reception area was deserted when we left so we could not register our displeasure at being kept waiting/ignored.

There are a number of notices around the department extolling the virtues of keeping appointments and the consequences of missing them. It's a pity the people who place these notices don't practice what they preach. We, like your staff do not have time to waste, and would appreciate a more prompt service, after all we are your customers and wage payers.

My wife has received a new appointment (in June!!) and she called to change the appointment time to earlier in the day. She also explained to the receptionist what had happened at the first appointment and was told "its a hospital for goodness sake" my wife's response was to cancel the appointment altogether, but she was persuaded to reconsider and has done so and will keep the appointment. Only time will tell if your staff can also do the same.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Royal Derby Hospital

Thank you for your comments. We are sorry to hear about your recent experience and apologise for any inconvenience caused. We would like to look into this further to establish why it happened and to ensure that it does not happen again. In order for us to do this please could you contact our PALS team on freephone 0800 7837691 to discuss this in more detail.

J.Roberts, Communications

  • {{helpful}} of {{total()}} people think this response is helpful