"Being kept waiting"

About: April House

(as the patient),

I arrived for my appointment 5 mins before reported to the reception and sat down, 20 minutes later still waiting and getting very up tight. The receptionist realised I was still waiting and phoned someone. When the person come down they claimed they were not told I was there and had phoned down to check and was told I was not there, so I was only given about a 20 minute session so it took me 2 hours to get there £15 and 2 hours back for a 20 minute appointment.

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Response from Jane Tibble, Complaints and PALS Officer, Complaints and PALS, Southern Health NHS Foundation Trust

Thank you for taking the time to post your valuable feedback. Staff at April House are very sorry to hear about your wait and the poor communication that you experienced. Your feedback will be discussed at the next staff team meeting for learning.

We would welcome the opportunity to discuss this further with you and ask that you kindly contact the Customer Experience Team on 02380 87406 or by e-mail hp-tr.customerexperience@nhs.net who will be happy to help you.

Kind regards

Jane Tibble

Customer Experience

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