"Waiting time could be improved"

About: Guernsey House / Primary care addiction service Sheffield (PCASS)

(as the patient),

I think the service at Guernsey House is fine apart from the waiting. I have been on time and have had to wait for up to an hour on occasions. It would have been nice to be notified that my appointment was going to be late, for example one time they were running 30 minutes late. So I could relax and go for a smoke without thinking I dare not move in case my name gets called.

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Response from Dr Roger Smith We are preparing to make a change

We are working on this, and hope to have an electronic display in the waiting room indicating clinics running late and approximate times that you will be seen.

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Response from Patient Opinion We have made a change

Thank you for your posting. We've received a number of postings which comment on waiting times so we wanted to reply in a way that let everyone know what we were doing to improve this. The postings such as yours have really made us realise exactly what the issues were for service users and how to move forward.

We try at Guernsey House to offer a service that is sympathetic to the challenges that face our service users and know that sometimes it is difficult to get to appointments on time and they can be missed. When this happens we still want to make time for these people as quickly as we can. This can have a knock on effect on the rest of the clinic and can increase waiting times but we feel it is important to keep people in treatment and hope that you understand why this is necessary.

In light of this, there may be very little scope for improving waiting times but what we think we could do better is communicate with you what is happening in the clinic at any one time. We're trying to make sure people know if the clinic is running late and by how much so that you know where you are and how long a wait to expect. At first we intend to do this through the reception staff so that you can plan around any delay and know we have not forgot t en you are here. We are also planning to install digital signs in the waiting room so that at a glance you can see when you will be seen by a doctor. We have also put some information in the waiting room to explain what is happening after you have seen the doctor and are waiting for your prescription.

We hope you find this information useful, please post again and let us know what you think of the changes we have made. Thank you very much for bringing your concerns to our attention because it has allowed us to make changes that we think will benefit everyone.

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