"I am not impressed by all the mistakes that were made"

About: The Princess Royal Hospital / Ear, Nose and Throat

(as the patient),

Whilst waiting in the waiting area to be taken to right department, I noticed people were being seen after they had come after me. I spoke to one of the ladies and assured her I had book in reception. She went back to reception and finally found my notes. Had been waiting about ½ hour by then and my hospital notes/file hadn’t been put out for them to collect.

The next thing that went wrong was I was waiting outside the room to have my hearing test and people were being seen. Then it quietened down and a lady came down to the room I was waiting outside and said to the man “have you got any patients” to which he replied “no” and so she went in.

When she came out I spoke to her to tell her I was in fact waiting to see him. He came out and started looking for my notes, said they weren’t there, I said that they had definitely been brought round. He went back into his room and after a couple of minutes came out and apologised and said my file was on his desk. I must have been waiting outside his office a good 45 minutes by this time.

My initial appointment was 9: 20am, by this time I got to see Mr Scott and spent a short time with him and was taken back to main reception to wait for the hospital transport. It was 11: 15am.

I am not impressed by all the mistakes that were made and by the time I got home after 1pm I had missed my lunchtime carer.

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Response from The Princess Royal Hospital

Thank you for your comments, I am sorry to hear about the confusion in the outpatient reception area and the delay in you being seen, which I will forward on to the outpatient area manager. Please contact the Patient Advice and Liaison Service on 01952 282888 if you would like them to look into your concern for you Di Davis PALS Shrewsbury and Telford Hospital NHS Trust

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