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Worst waiting time ever

Story from nhs.uk

"Worst waiting time ever"

About: Sexual health services

I felt appalled by the fact that I had to wait for hours while many other patient were seen just after 10 minutes they came in, the same thing happened to other people that complained and were seen afterwards, ignoring me instead.

It's completely unacceptable and unprofessional, won't come here anymore

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Responses

Response from Manchester University NHS Foundation Trust 6 years ago
Manchester University NHS Foundation Trust

Submitted on 05/12/2017 at 15:32
Published on Care Opinion at 15:38

Thank you for taking the time to write to us about your experience at Manchester University NHS Foundation Trust via the NHS Choices website. It is important to us that comments are heard and seen as an opportunity provided for the service to make changes and improvements wherever possible.

We are very sorry for your unsatisfactory experience at our Hathersage clinic. We also apologise that you felt you were ignored as this is not acceptable. Our clinics experience high demand for our services which unfortunately can mean some patients do have a long wait and there are posters in our waiting areas advising of this. We also have a number of clinics running at the same time which often means that patients appear to be seen out of turn. Again there are posters in the waiting areas advising patients of this.

We are always looking at ways to improve the patient experience and our website http://www.thenorthernsexualhealth.co.uk/ includes lots of information regarding our services including the locations and opening times of all our clinics citywide. We update our website on a regular basis and encourage patients to use the 'our clinics' section for our opening times, any late notice changes are noted on the websites front page. In the near future there will be the option of booking appointments online and there is currently the option of requesting home testing kits online too. The issues you have highlighted will be used in further staff training in order to improve our service. Once again we apologise for the difficulties you experienced.

It is difficult to respond in full to your concerns without more detail but please be assured that the issues you have raised have been taken seriously and shared with the team at the Northern Contraception, Sexual Health and HIV Service. We take all issues surrounding patient care very seriously. If you would like to discuss your experience with us in more detail, please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk quoting reference number PO17/0280.

Response from Manchester Royal Infirmary 6 years ago
Manchester Royal Infirmary

Submitted on 05/12/2017 at 15:32
Published on nhs.uk on 23/02/2019 at 20:06

Thank you for taking the time to write to us about your experience at Manchester University NHS Foundation Trust via the NHS Choices website. It is important to us that comments are heard and seen as an opportunity provided for the service to make changes and improvements wherever possible.

We are very sorry for your unsatisfactory experience at our Hathersage clinic. We also apologise that you felt you were ignored as this is not acceptable. Our clinics experience high demand for our services which unfortunately can mean some patients do have a long wait and there are posters in our waiting areas advising of this. We also have a number of clinics running at the same time which often means that patients appear to be seen out of turn. Again there are posters in the waiting areas advising patients of this.

We are always looking at ways to improve the patient experience and our website http://www.thenorthernsexualhealth.co.uk/ includes lots of information regarding our services including the locations and opening times of all our clinics citywide. We update our website on a regular basis and encourage patients to use the 'our clinics' section for our opening times, any late notice changes are noted on the websites front page. In the near future there will be the option of booking appointments online and there is currently the option of requesting home testing kits online too. The issues you have highlighted will be used in further staff training in order to improve our service. Once again we apologise for the difficulties you experienced.

It is difficult to respond in full to your concerns without more detail but please be assured that the issues you have raised have been taken seriously and shared with the team at the Northern Contraception, Sexual Health and HIV Service. We take all issues surrounding patient care very seriously. If you would like to discuss your experience with us in more detail, please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk quoting reference number PO17/0280.

The Patient Experience Team

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