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Care Opinion

Waiting time

Posted By Blondelizzie

"Waiting time"

About: Pilgrim Hospital / Gynaecology

(as a service user),

I arrived 20 minutes early as I’m a punctual person. No receptionist just a note saying to sit down and wait.  6 other patients waiting. 10 mins pass my waiting time I asked the other patients if they had booked in? They said yes and the receptionist had gone home about 1/2 hour before I arrived.  I was really annoyed that no one had thought to mention this to me.  I searched the corridor and shouted down for someone to help me.  A nurse came and took my letter I asked if I had the right place and they said they’d check. I never saw them and my letter again

I want to reiterate that the staff/doctor were excellent

It was the long wait with no one on reception or any explanation that caused my unease

Thank you

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Responses

Response from Tracy Lingard, Staff Nurse, Gynae OP, United Lincolnshire Hospitals NHS Trust 3 years ago
Tracy Lingard
Staff Nurse, Gynae OP,
United Lincolnshire Hospitals NHS Trust

Submitted on 29/04/2020 at 13:50
Published on Care Opinion at 14:42

Dear Blondelizzie,

Thank you so much for taking the time to leave your feedback for us following your recent visit to the gynaecology outpatients department at Pilgrim hospital. As a team we endeavour to keep our ladies informed if there are unforseen delays and the clinic is running behind. I apologise sincerely that this wasn't the case when you attended our department. Occasionally we need to spend more time with individual patients, so that in turn doesn't allow us to leave the clinic to keep our ladies waiting informed.

I am so pleased you found the staff and doctor excellent, as a team we always strive to deliver an excellent patient experience and we are committed to ensure we listen to patient feedback in order to continually improve standards within our service. I apologise again for your delay and not being kept informed which in turn increased your anxiety level and unease whilst waiting for your appointment. I will share your comments with the rest of the team so we can ensure this doesn't happen again. If you would like to discuss this further, please contact the PALS department at Pilgrim hospital and leave your details, so either myself or my manager can speak to you regarding this.

May I wish you well.

Tracy

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Update posted by Blondelizzie (a service user)

Tracy

Thank you so much for coming back to me, and so promptly. I wish to re-iterate again, that the service you offer is absolutely fantastic, and many thanks for that. It was only the original turning up to find nobody on reception and no idea if l was in the correct place, that sent my anxiety levels through the roof - mind you the other patients sitting there could have said something when l asked them! As l left, l said to another couple who came in,"They are running over big time and will be late home themselves, but they are really good".

Many thanks to you all

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