"Attitudes and expectations of staff"
About: Royal Blackburn Hospital / Ear, Nose and Throat Royal Blackburn Hospital Ear, Nose and Throat BB2 3HH
Posted by AlistairWT (as ),
I had a scheduled appointment which I was aware of and had in my diary. I got a text message reminding me of the appointment. Then, I got 2 phone calls the next day - both of which emphasised the need to be on time. So, I was. I would have been anyway but the reminders didn't hurt.
What DID annoy me was that despite my being on time and using the self check in as instructed (and an ENT waiting area with a lot of reminders to the same effect) I had to wait an hour. This was 10:00am so I was probably the second / third appointment of the morning.
After 45 minutes I checked with the receptionist who broke off briefly from her account of the shopping for her upcoming holiday, looked at the PC and just said 'Yes' to the question of 'Do you have me on the system as being here for my appointment at 10:10? '. Not a word of explanation, not a word of apology. I was seen almost exactly an hour after the time scheduled. Not a word of explanation, not a word of apology and when I asked what the hold up had been I was told that 'it isn't easy to schedule appointments'.
So, the message I get is that hospital staff time is important, patient time is not. Patients MUST be punctual, staff can not bother.
The NHS must have potentially one of the biggest data sets for analysis with regard to average waiting times, appointment durations etc in the world. So, how bad do you have to be at scheduling to be running an hour late on the second / third appointment of the day? And, how little do you have to care about your service to not offer an explanation / apology when you do make people wait significant time?