"Appointment wait time"

Thank you for taking time to provide your feedback via the Care Opinion website. We sincerely apologise for your experience following your visit to North Manchester General Hospital, Outpatient Department.

We are very sorry that your son’s appointment was delayed. At North Manchester Outpatient’s, the appointment process is as follows: when a patient arrives, they report to reception where staff check their details on the system to confirm the appointment time and direct them patient to the appropriate waiting area. Patients are then called when their appointment time is due. Multiple clinics often run concurrently, which may sometimes result in patients being seen in a different order than arrival time. Any delays should be communicated to patients, including the expected wait time.

We apologise that this was not explained to you on arrival and for the delays experienced. We are also sorry that the staff member you spoke with could not provide the information you needed.

We understand the inconvenience this caused, particularly as you had taken time off work, and we sincerely apologise. Your comments have been shared with the Outpatient Department staff so lessons can be learned and improvements made.

We take all issues regarding patient care very seriously and are grateful you brought this to our attention. If you are not satisfied with this response, please contact the Patient Advice & Liaison Service 01612768686 or by emailing pals@mft.nhs.uk quoting PO2500015 as reference.

Kind regards,

The Patient Experience Team