"Doctor Arranged Appontment"

About: The Royal Victoria Infirmary

I attended ward 17 on an appointment arranged for by my doctor and the appointment time was 13:00. I arrived at the ward a lille before time to see the consultant, after sitting in the waiting area for over 2 hours I retuned to reception where after a breif dicussion with a ward nurse met the consultant who stated that she did not know I was there, however when I first arrived my attendace was recorded on the computer. The consultant advised me to return to the waiting area until she read my notes and also she had to see another patient on the ward. However after a further period of waitting the consultant did not contact me and I again retuned to reception and a nurse moved me into a small bed ward. After sitting in the ward for a further lengthy time I retuned to the reception and requested a new appointment as I had be sitting around for some 5 hours. I advise that from my view point both in the reception and the small bed area I could observe the consultant who either sat in the office on the telephone or wandered around still on the telephone.

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Story from NHS Choices

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Response from The Royal Victoria Infirmary

Thank you for taking the time to post your comments on the NHS Choices website. We would like to apologise that you had a poor experience on Ward 17 particularly that you had a lengthy wait to be reviewed on the Ward, and our communication did not keep you informed of progress. We note that you had attended the Ward as you required an urgent neurosurgical review to be undertaken by a senior member of neurosurgical on-call team. The particular day that you attended the Ward transpired to be very busy for the on-call team and as such, you were required to wait much longer than we would have liked. We have taken your comments seriously and will discuss them with the relevant staff to consider how we can make improvements. If you would like a more detailed, personalised response into your experience, please contact Paula Coulson, Matron for Neurosciences on 0191 2336161.

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