"Great hospital but keep patients informed..."

On behalf of the Musculoskeletal Directorate we would like to apologise for the impression you were left with on your recent visit to MSU Outpatients. This is not the experience we want patients to have as we strive to give the best service to all patients. We have brought this incident to the attention of the sister and nursing staff of MSU Outpatients. The sister is very sorry for your experience. The standard we expect is for the nurse overseeing the clinic to keep all patients informed of any delays and the normal practice is to ensure this is written on an information board outside the consultant clinic, as well as providing verbal explanations, which keeps patients informed of the current timings of the clinic. The Sister will work with the team to ensure that in the future all patients are communicated with on a regular basis of the progress of their appointments with their clinicians and given regular updates on any delays that might occur. We have shared with staff how aspects of care such as poor non verbal communication have a very real impact on a patients experience. We very much appreciate the time you took to provide this feedback as this is important to us to ensure yourself and other future patients have an improved experience. Making patients feel supported and well informed through the importance of good communication is what we expect from all staff in the MSU outpatients and once again we do apologise that this was not your experience.