This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Appointment times running late

Posted By Kernow1983

"Appointment times running late"

About: Royal Cornwall Hospital (Treliske)

(as a service user),

I went to the RCHT Truro, Cornwall recently for an appointment at 9.00am. The appointment was received from the administration staff supporting the hospital department concerned. We arrived before the planned appointment time in order to ensure that we didn't cause any delays or additional costs to the NHS. 

Between 9.00 and 9.25 all the staff running the department had what appeared to have been a 'team meeting', in a glass box, in front of all the waiting service users. After this meeting it was explained that another 15mins would be needed to set-up the department before the procedures could proceed. It was 9.40 before the department sprang into action.

The 'care' (once it started) that was provided by the hospital was absolutely great but I found that the link between admin, staff management and service delivery was poor.

I have always been a great supporter of the NHS but try to call on it as little as possible. However, this one interface with the service highlighted some of the problems with this big, loveable, national treasure. 

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust 5 years ago
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 11/09/2018 at 12:40
Published on Care Opinion at 15:37

picture of Jess Saunders

Dear Kernow1983,

Thank you for taking the time to share your story with us, I am sorry to read that you experienced your appointment time being delayed due to a team meeting, and then again when the clinic had to be set up. I am glad to see though, that the care you received was great.

Unfortunately, I am finding it difficult to determine which department it was that you visited, if you are happy to, please reply to this post or alternatively, you can email us rch-tr.PPI@nhs.net with the department name. I can then pass your comments back to the relevant staff members so they can reflect on your experience and make changes to their service in the future.

I am sorry again for the experience of your appointment at the Royal Cornwall Hospital and I hope to hear back from you soon.

Best wishes,

Jess

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Kernow1983 (a service user)

Hi Jess, thank you for your response. I left the exact department out of the story on purpose. All the things that happened were fine, the team meeting, the operational set-up time for the procedure etc are all things that I understand need to happen in a large hospital like RCHT Treliske. However, with a bit of organisation, coordination

and forward planning these things should and could have best happened behind the scenes.

Service users rush to ensure that they arrive on time, don’t cause any delay and therefore additional cost to the NHS, only to find that this element of the partnership is not working well. With a bit of improved coordination appointments could be planned for a slightly later time when team meeting are scheduled.

Regards Kernow1983

Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust 5 years ago
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 17/09/2018 at 11:00
Published on Care Opinion at 12:28

picture of Jess Saunders

Dear Kernow1983,

Thank you for clarifying, I will ensure we pass on this story on to our Outpatient areas, who I am sure will welcome your comments and take them into consideration when booking appointments and coordinating team meetings.

Best wishes,

Jess

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k