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Unacceptable waiting times

Story from nhs.uk

"Unacceptable waiting times"

About: St Mary's Hospital

I visited urogynaecology on 28 April for an appointment regarding my prolapse. After waiting 3hrs I was called in to see doctor and I was given a bladder diary and sent away, no examination or anything. I was rushed out of the doctors office after approximately 6 minutes as the doctor hadn’t had lunch! I’ve had prolapse trouble for years and now I’m under a young doctor and I felt I had wasted 3 hrs waiting only to be given a bladder diary which I have filled in twice before. I thought this was unacceptable treatment the receptionist even said it was terrible to wait so long.

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Responses

Response from St Mary's Hospital 2 years ago
St Mary's Hospital

Submitted on 12/05/2021 at 09:00
Published on nhs.uk at 15:34

Thank you for your feedback. We were sorry to learn that your experience in the Women’s Outpatient Department at Saint Mary's Hospital was a disappointing and frustrating experience for you. I have discussed these events with the Matron for Gynaecology and the Ward Manager for Women’s Outpatients Department who were both very sorry to hear of your experience. On review of the clinics running on the 28th April 2021, there is no evidence that these clinics were running late so they are both very concerned to hear of your 3 hour wait and are very keen to find out why this occurred.

It is challenging to respond to all posts in a full way often because of a lack of detailed information, therefore if you would like to discuss your experience with us in more detail, please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686, referencing PO21/0014 or by e-mailing pals@mft.nhs.uk. And we will put you in contact with a senior member of the team to discuss your concerns.

The Trust has introduced a behavioural framework within which all members of the nursing and medical teams' practice, so it was disappointing to read that you found your experience has been a negative one. I can assure you that we have passed on your feedback to Dr Rohna Kearney, Clinical Head of Division for Gynaecology, Ms Emily Hoyle Divisional Director for Gynaecology and Mrs Cath Bartlett, Head of Nursing who will share your feedback with the wider team.

Karen Connolly

Chief Executive Officer

Saint Mary's Hospital Managed Clinical Services.

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