"Wait for blood tests and ENT appointment"

About: Russells Hall Hospital / Ear, Nose and Throat

(as the patient),

Arrived at Russells Hall Hospital car park at 08: 39 to have blood test, and for an ENT apt at 09: 00, took blood test ticket number 68 timed at 08: 43, there were 43 people in queue ahead of me. went to ENT dept, back out by 09: 35 so went back to Blood test dept where they were on ticket number 49, screen said average wait 34 minutes, eventually had test at 09: 55, a total wait of 72 minutes. There were only two cubicles being used for testing despite the huge queues.

This is not acceptable. To add further insult the car parking charge was £3.00 for a ninety minute stay!

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Response from Russells Hall Hospital

Thank you for taking the time to give us feedback about your visit to Russells Hall Hospital. It is always our aim to provide a high quality service to all our patients and we are sorry to hear that your experience was less than satisfactory during your most recent visit. Because we offer a walk-in service, the number of patients attending for a blood test on any given day can be very unpredictable and, as a result, the department can sometimes get very busy. As well as Russells Hall Hospital, we also offer walk-in blood tests five days a week at Corbett Outpatient Centre from 8am until 6pm and at Guest Outpatient Centre from 8am until 1pm. Patients who do not want to use the walk-in service can have an appointment-based blood test at 13 GP practices across the borough, including Netherton, Brierley Hill, Kingswinford and Halesowen, which can often be more convenient as they are closer to home. Please see our website for full details of our blood test opening times: http://dudleygroup.nhs.uk/patients-and-visitors/blood-tests/ From 6th July patients who need to fast for a blood test can also have a booked appointment at Corbett Outpatient Centre to try and reduce the number of patients arriving for walk-in tests first thing in the morning. We are sorry that you had to wait longer than you had anticipated for your blood test. The time displayed on the screen is an average waiting time and, therefore, only a guide as to how long patients might wait. Following your feedback we have contacted the display screen company to find out if the method can be changed to make it more reflective of actual waiting times.

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