"Chartwell Unit outpatients - very poor..."

Along with a waiting room full of patients I have just spent 2.45 hours sitting with my elderly father waiting for his appointment. At no time did any member of staff politely communicate to waiting patients the extent of the delay, in addition the appointment screens display information that is meaningless to patients.

I appreciate that the patients attending the Chartwell have complex health requirements that can necessitate longer consultation times than scheduled and that the consultants are hugely overstretched with long lists of patients to see but there is no excuse for a healthcare nursing professionals or member of the admin team not communicating the status of the wait time and if its over an hour they could even suggest that those patients that might like a refreshment could get a cup of tea or refreshment.

Patients attending Chartwell can often be anxious and therefore a smile and regular communications updates are essential. Screens that display patients friendly info and TV would also be helpful.

Come on PRU this is basic best practice communications that can make a lot of difference to patient experience.