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fructual clinic

Story from nhs.uk

"fructual clinic"

About: Russells Hall Hospital

I arrived at 9.10 for my agreed 9.30 appointment, it’s 10.20 and I’m writing this review and I’m still not been seen.

I asked how far behind I am, the reply was running 30 mins late.

Which was clearly a lie.

No communication from the staff to say why it’s running late.

All of us were wondering what’s going on.

I did ask at reception, when I will get seen. I was told that there is one person before me.

There is clearly a communication problem here.

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Responses

Response from Russells Hall Hospital 5 years ago
Russells Hall Hospital

Submitted on 14/11/2018 at 15:54
Published on nhs.uk at 16:06

Thank you so much for your feedback, we take all comments seriously and we use them to make improvements to the patient experience.

It is disappointing to hear that you felt there was a lack of communication during your waiting time and we can only apologise for this; as this is not the usual high standards we expect.

I can confirm I have spoken to the department and they have informed that the Dr on clinic that morning likes to spend some time with new patients, at times up to 45 minutes. This may explain why even though there was only one person ahead you seemed to have an extended waiting time.

Though we understand this does not explain why there was a clear miscommunication, I can assure I have flagged this issue with the department who are going to circulate the problem to make sure communication to patients is improved.

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