"Inconvenient delays with my appointment"

About: Queen Elizabeth Hospital / Rehabilitation

(as the patient),

I was told to book an appointment at the outpatients hand clinic during 9-5 working time so I booked the day off work in order to go to this appointment. I arrived on time, booked in and was made to wait almost an hour before I had to ask a nurse myself when my appointment would be. It is only then I was told I was given the wrong date for my appointment so to come back two days later.

This was a big inconvenience, however it is essential for my recovery so I returned two days later having taken another day off work. I arrived to be told the doctor was not available so there was nothing that could be done and I would have to rebook and go home.

If that wasn’t a big enough issue, maybe the fact that when I arrived for my weekly physiotherapy appointment I was not seen until an hour and half later. The nurse gave no excuse or reason for this. I really felt that she did not care that I have been inconvenienced.

I do not pay my taxes every month for this kind of service, and to feel that my time doesn’t matter to anyone. I also do not expect to encounter this kind of attitude. I believe this is totally unacceptable and something has to be done or matters will be taken further.

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Response from University Hospitals Birmingham NHS Foundation Trust

Thanks for taking the time to provide feedback on your visit to the hand clinic and physiotherapy service at the Queen Elizabeth Hospital Birmingham. We strive to provide the highest standard of care possible and we are very sorry that we have not achieved this on this occasion.

We would be grateful if you would contact the Patient Advice and Liaison Service (PALS) to discuss your experience further. This will enable the outpatient and physiotherapy teams to fully investigate the concerns you have raised. They will then be able to take the relevant action to make improvements that will benefit patients in the future.

You can contact PALS by phone 0121 371 3280, by email PALS@uhb.nhs.uk , via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 10-4pm (Mon-Fri) to the PALS office located to the left of the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

Thank you again for taking the trouble to post your comments on the Patient Opinion website.