"Delays in clinic"

About: Manchester Royal Infirmary / Urology

(as the patient),

I had an appointment for clinic for 11. 00am. I arrived at 10. 50am. At 11. 55am I was called by a Nurse who informed me she had just noticed in my notes that I should have had a KUB x-ray on arrival and needed to go and get on as the Consultant could not see me without it. I then had to wait in the x-ray department for 25 minutes before this was done. I arrived back from x-ray to my original clinic at 12. 30pm. At 12. 40pm I was called through and asked to sit in a room where I sat until 12. 55pm before the Consultant came in to see me.

There was a white board in the clinic reception that said clinic waiting times but not once during my wait was anything written on it, nor did anyone come out and explain at any point that there would be a delay.

I just personally think that a 2 hour wait without any explanation is unnacceptable.

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Response from Amy McCawley, Patient Experience Team, Central Manchester University Hospitals NHS Foundation Trust

We were very sorry to receive your comments and concerns via the Patient Opinion website about your experience in the Out Patient Department at the Manchester Royal Infirmary.

We would like to apologise for your extended wait in the department as we understand how frustrating this can be. As we are sure you are aware the department can be extremely busy, which can sometimes cause delays, however we would always expect that patients are kept informed if this is going to be the case and we are very sorry that this was not your experience.

We take all issues surrounding patient care and experience very seriously and would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be happy to discuss this with you.

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