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Care Opinion

1hr delays staff meeting & appointments clash

Story from nhs.uk

"1hr delays staff meeting & appointments clash"

About: Queen Elizabeth Hospital / Gynaecology

I have visited the gynaecology department twice within the last year. Both appointments were around 13:30. On both occasions the doctors did not turn up until after 2pm and generally began seeing patients between 14:15 and 14:30. At no point when I arrived or up until that point did anybody address everybody in the waiting room and say appointments were delayed by an hour and why. Many patients were agitated due to worrying about parking or transport and the reception staff barely acknowledge you even if you are standing right in front of them. The only reason I know why I was delayed is overhearing both the reception staff and doctor discuss being delayed due to a meeting. (both times) There was little urgency when they did arrive. My question is why are appointments scheduled from 13:30 if there aren't any doctors there until 14:30>

What should be a simple appointment becomes very stressful. Please review the meeting and booking procedures and improve communications. If I arrived and there was a waiting time of 30 minutes and I was informed that it was due to appointments overrunning I really wouldn't mind but if it is an organisation fault that there is a scheduled meeting when these doctors should be seeing patients it makes patients feel like nobody cares about them.

It should be noted that my care from the doctor was absolutely fine and I am sure the reception staff themselves are very nice but they are clearly being put in a difficult position due to this scheduling mishap.

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Responses

Response from Lewisham and Greenwich NHS Trust 5 years ago
We have made a change
Lewisham and Greenwich NHS Trust

Submitted on 14/12/2018 at 14:47
Published on Care Opinion at 14:57

We apologise that you have had this experience with us but are glad you have brought it to our attention. You are very right that there is a difference between us having overrun clinics because appointments run later than anticipated versus us starting later because of a meeting. We would never want to cause additional stress or anxiety to our patients because of scenarios such as this. We also apologise that you did not feel the reception staff acknowledged you or communicate that the clinics were going to run late on those occasions. In light of your feedback we are ensuring that clinic times are scheduled correctly in order for them to be able to start on time, and that staff meetings or training should not impact on this happening. We have also revisited the expectations we have of our reception team who meet, greet and register patients and how both they and our clinical team should ensure patients in the waiting area are aware if clinics are running behind. We also have notifications up on the whiteboard behind reception to ensure the waiting times are updated and in full view of the waiting area.

We want to thank you again for the feedback and hope that any future appointments with us will echo the changes we have now made.

Regards,

ALISON WHITE

Lead Nurse for Women’s and Sexual Health (WASH)

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