"Appt waiting times unforgiveable"

About: Countess Of Chester Hospital

Went for an appointment with my mother on the 15th May (Vascular appointment) and had to wait well over 2 hours after appointment time, then got called into an anti waiting room for another 20 mins or so whilst consultant and trainee discussed notes, for a medical trainee to come in with my mothers notes and say "so why are you here today", they had no clue on my mothers medical history so I have no idea what they were discussing, then went into discuss with consultant their findings who then came in and asked the same questions each time with a 20 min wait. Tomorrow 12th June we have another appointment and I am confident we will go through the same carry on. Not sure why the hospital think it is acceptable behavior to continually keep people waiting for appointments because it is not and I lose money each time I take time off work to go to the hospital. Time to display your KPI's on waiting times for all to see, and make some improvements. This type of attitude really lets the hospital down, its the little things the NHS need to improve on what is a really good service.

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Response from Countess Of Chester Hospital

Dear Sue, Thank you for your feedback. We are sorry to learn of your disssatisfaction with your mother's vascular appointment on 15 May. We take all patient feedback very seriously and therefore we would like to use your comments to see what happened on this occasion. We hope your mother had a better experience at her next appointment on 12 June. However, please feel free to contact the PALs Department on Freephone 0800 195 1241 and select option 2 or email cochpals@nhs.net to give us more information about your experience. This will also give us the opportunity to feedback to you personally regarding any changes we have made as a result of your comments. The Patient Experience Team

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