"I make no comments in terms of ..."

What I liked

I make no comments in terms of ratings abovementioned as the areas covered do not really relate to the experiece my mother encountered.

What could be improved

Today I accompanied my 80 year old mother (who is a dementia and arthritis sufferer) to an outpatient appointment at the eye clinic. Whilst all the nursing staff were polite, professional and timely in their duties, my mother had to wait for two and a half half hours, beyond her allocated appointment time, before she was seen by her consultant. During this period she became very uncomfortable, distressed and agitated as she was unable to relax or comrehend the delay to her appointment. I did approach the nursing staff for an estimation of when we might be seen, but was only told that delays were routine for this particular consultant. Eventially we were seen and, whilst the consultant did apologise for our "long wait", and was very thorough and professional when examining my mother, he offered no explanation as to why there had been such a delay. This experience I would descibe as unacceptable as, at any time, he or any of the other members of staff could have advised us (and all those others who were inconvenienced) that there was to be a lengthy delay. This is simple communication and, above all, good manners. If this was/is not feasible, then I would propose investment in a course in time management. If time management is not the issue, then I would suggest that, inevitably, you are just being discourteous to your service users. My mother has to return soon for further investigation in this department. I sincerely hope that her first unacceptable experience is not repeated.