"The reception was efficient The ..."

About: Airedale General Hospital

(as the patient),

What I liked

The reception was efficient

The professional information and treatment was good

What could be improved

The waiting time without information on causes was unforgivably long. (2 hours first time and I left without treatment because I was informed it would be even longer.)

If they had let me know and given me options to go to the cafe perhaps even with a drinks token that would have sugared the pill

I was promised it would be shorter next time it was but still it was an hour. Again I was not given information until I asked what was going on and this time after 30 mins. Both times other more elderly people were waiting too.

Front line staff are unable to deal with a legitimate grievance firmly expressed.

(I was accused then of being excessively loud in my complaint by two senior members of the nursing staff who I felt clearly wanted to suppress complaints .)

They wanted to point out that I had been informed of wait times but other staff had already been apologising for an unusual situation.

To cap it all I went to the pharmacy and was told my prescription would be ready in 10 to 15 minutes. It actually took 30.

I thought I was meeting someone from PALS at the end of the session and I was confronted by the two senior members of staff.

It was clear from the construction of the conversation that I was in to be ticked off, their explanations first, my attitude last so that I went away feeling bad.

I will not go back after this 2nd time, which was my intention the first time until persuaded by the hospital to try them again because they felt they could do better.

I hope they can do better, surely they can sort out the time from appointment to treatment more efficiently.

If not how they manage people's feelings as they wait must be an easily achievable aim.

Story from NHS Choices

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