"Appointment Times and Efficiency (or lack of it!)"

About: Shepton Mallet NHS Treatment Centre

I accompanied my mother in law, who is 93 years old, for this appointment. The day before she was telephoned to ask if she would change her appointment time from 4.30pm to 3pm. I then telephoned the Hospital and agreed the new time. Unfortunately, I did not take the name of the person I spoke to.

We checked in at the Desk and were told to sit down. Unfortunately I did not mention the change of time, although I had changed this on the Appointment details.

After a wait of half an hour I returned to the desk to be told that the appointment was 4.30pm. I was not happy about this and was told to go to Out Patients and speak to a particular person. Unfortunately, this person did not want to speak to us except to tell us that they knew who we were. No effort was made to give an apology and we waited some more without explanation.

When my mother in law finally reached the Consultant, they did not have the size of cervical ring that she needed.They explained that this was not a problem as they would take out the existing ring, clean it and put it back. By this time, I was sitting outside the consulting room and the Nurse appeared to fetch the cleaning fluid. Confusion then ensued with approximately 5 people searching for it but unable to find it. After ten minutes, the Nurse did return with the cleaning fluid, which had apparently been found in another department.

Apart from the inconsiderate treatment of my mother in law, I was concerned at the atmosphere at the Desk Station. Throughout my, approximately, 20 minute stay, there were two members of staff, with cups of tea, chatting and a person in uniform who said they were bored. For all I know, these staff may have been working very hard all day and deserve a break, but they are on show to the public and do not give a good impression to those who contribute to and use the NHS.

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Response from Shepton Mallet NHS Treatment Centre

Thank you for taking the time to leave feedback.

Firstly, please accept our apologies for the experience you and your Mother in Law had with us- clearly this is not the standard of service we aim to provide and would like to be able to investigate the cause of the situation to ensure it does not happen again.

If you would care to make contact and provide some further details, we would be happy to investigate what happened on the day.

Kind regards

Trudy Craig RN

Patient Quality and Safety Manager

T 01749 333743


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