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Another excellent episode of care ran late with...

Story from nhs.uk

"Another excellent episode of care ran late with..."

About: Royal Bournemouth General Hospital

On arrival we were told clinic was running 1 hour late. Previous experience of the clinic was that we were given all the time we needed so were prepared that our end of day appointment could run late if earlier patients had themselves needed more time. With a comfortable spacious well ventilated waiting area [but tea bar closed] the ever cheerful staff were always at hand providing updates and it seemed that the waiting time passed quickly.

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Response from Royal Bournemouth General Hospital 7 years ago
Royal Bournemouth General Hospital

Submitted on 08/07/2016 at 09:50
Published on nhs.uk on 09/07/2016 at 02:31

Dear Anonymous

Sorry to hear your clinic appointment ran late but thank you for your understanding and compassion for the other service users who, like yourself, on occasions have required a little extra time with the clinician to be clear about diagnosis and treatment plans.

As I am sure you understand it can be a difficult balancing act offering the patient enough time to discuss their concerns but keeping the clinics running in an orderly manner.

We recognise the importance of staff keeping patients informed of any delays and pleased to hear they were cheerfully vigilant to this task and helped the time pass quickly.

The catering department manages the tea bar and I will pass your comments on to them to review the possibility of extending the opening times but please be aware there are drinks and food vending machines just outside in the main corridor to the left of the outpatient department.

We will share your kind words with the team and thank you again for your understanding

Regards

Head of Patient Engagement

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