"Consultant seemed less than interested"

About: Barnsley Hospital / Dermatology

(as a parent/guardian),

We arrived 10 minutes early for an appointment to be advised the receptionist would be available at the window shortly. 20 minutes later we heard staff stating there was no reception cover that day and they didnt know who would be doing it. Several staff, nurses, domestics and plained clothed staff with id badge stood chatting about the hot weather and what they had had for breakfast. 5 minutes later someone arrived to cover reception. The files had not been organised. We were called to our appointment about 25 minutes to 30 minutes late, The nurse apologised for the delay, explained there was no receptionist and the list hadnt been done. That there was a shortage of nurses, so she was covering two consultants today.

The consultant seemed less than interested, for example he asked " do you have any problems with it". The patient didnt really understand the question, for example it is a mole, it causes itching and discomfort but it doesnt stop them living daily life or require pain relief. The doctor could have been more specific for example asking if it had changed, if it itched was it sore etc.

We were advised it wouldnt be a problem and given a good selection of leaflets that provided good advice.

However a better organised unit could potentially provide a higher quality service.

Our appointment was for 9 am. I attended with my daughter and we both work, taking time out of work to attend, the clinic could have ensured it operated on time or advised in the correspondence that we should expect a delay. (If a delay is normal in this service).

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Response from Jill Pell, Head of Patient Experience, Barnsley Hospital NHS Foundation Trust

We are sorry to hear your concerns regarding your attendance at Dermatology Clinic. Your comments have been shared with the Dermatology Manager who has taken immediate action to ensure that there is adequate cover on Dermatology Reception to prevent this situation happening again. I will ask her to share your feedback with all staff and we would like to apologise for the delay you faced. If you would like to discuss your concerns regarding the consultation or feel we can help in any way please contact our PALS team on 01226 432430 or email: barnsleypals@nhs.net.

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Response from Cath Mcmain, Patient Experience Service Improvement Co-ordinator, Patient Experience, Barnsley Hospital NHS Foundation Trust We have made a change

Cover of reception staff has been resolved in the department and there should be no further issues.

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