"Ridiculous Wait"

About: Trafford General Hospital

Arrived 10 mins early for a scheduled appointment at the Clinic. Waited 35 mins beyond my appointment time with no information from staff. Asked someone if they knew the wait. There were still 3 people in front of me which they advised would be probably 30 mins minimum. I cancelled the appointment as I had to get back to work and rang a number to reschedule. After a month's wait for an appointment I was told that I would now have to wait a month for the next appointment.


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Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope when you attended the Orthopaedic Outpatient clinic at Trafford Hospital.

We are sorry to hear that your outpatient’s appointment was delayed and that you had to reschedule. This is not the level of service we expect to provide to our patients.

The nature of outpatient clinics, and the volume of patients seen with many patients accessing services elsewhere in the hospital (e.g x-ray and blood tests) can result in clinic delays. To alleviate concerns and frustrations, the clinic nurses should keep patients updated with clinic waiting times. I apologise that this was not your experience when you attended.

We are reviewing our outpatient clinic processes and would like to offer you assurance that within the review the number of patients invited to clinic will be considered.

The operational manager for the outpatient areas has given instruction to clinic managers for waiting timesto be displayed on whiteboards in each waiting area.Saff are also to communicate delays verbally with patients.

To learn from your experience, your comments have been shared with the Outpatient Staff at the departmental team meeting, which was held on the 14th October 2015.

If you would like to discuss your concerns with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk