"Fantastic visit and consultation but v. slow..."

About: The Royal Victoria Infirmary

I brought my 13 year old daughter to see a doctor on 30th January. Staff were all incredibly friendly and helpful and we felt that the whole system seemed well organised and had complete confidence that we were finally going to see some one who was interested in and knew about my daughter's condition. The department was clearly very busy but staff remained cheerful and we never felt rushed. The doctor spent plenty of time with us, giving very thorough explanations etc. A large number of blood and allergy tests were done and we were told that we would hear the results by letter, and that we'd get a letter with a further referral. This was 9 weeks ago and we are still waiting for the follow-up letter, blood and allergy test results. I've telephoned three times and been told that the admin staff are short-staffed, which they clearly can't help. However, i feel that 9 weeks is far too long to wait for follow up when one is worried and needs their daughter to get the referral to another specialist. The hospital environment felt very pleasant and we had real confidence in the staff but it seems that more admin staff are desperately needed.

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Response from The Royal Victoria Infirmary

Thank you for taking the time to contact us regarding your visit to the Children’s Out Patient Department in the Great North Children’s Hospital. It was a pleasing to hear that you had a very positive experience during your time in the department. We would like to apologise for the delay in receiving correspondence and results associated with the appointment. We aim to have all letters typed and sent within two weeks of the appointment wherever possible. Clearly nine weeks is unacceptable and we apologise for this. This incident has been reviewed and measures have been put in place to support the administration team, to ensure appropriate timescales are met in the future. If any further information or support is required the Children’s Services Management Team can be contacted on 0191 2825261.

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