"Waste of a morning/afternoon, should have gone to..."

About: Good Hope Hospital

What could be improved

I visited Good Hope this morning as my mum had an appointment and it stated she would need someone to assist her. Her appointment was at 9:25 so we got there with good time and arrive at 9:10. We gave the receptionist her appointment details and were told to sit in the waiting area. At 10:00 we had still not been seen to and as i waited i overheard a nurse telling someone the x-ray machine had been playing up but it should be okay now.

Another half hour passed and i decided to go and ask someone what the delay was. I found a nurse (wandering around) and asked her if she knew when we would get seen to, she replied she didn't know and continued walking away from me!

We then continued waiting, watching many people come and go before us, until it had been just over 2hours after our appointment time. I decided to go and find another nurse as my mum was in quite alot of pain. I found a nurse further up the corridor and she said our wait was due to the x-ray machine playing up. I told her we were not waiting for an Xray so that wouldn't apply to us. She then searched through the files for my mum's and found it in the X-ray pile! So not only was her file in the wrong place, we had been waiting for 2 hours for no reason and why were these people not informed that they would have to wait! We finally got in to the doctors room, just to be told she needed some tests (which she knew) but would have to book an appointment at another hospital for them! So we both left work, lost out on money, waited for 2.5 hours for no reason! Disgusted with the lack of patient welfare. If i left my customers to wait for 2 hours for assistance without regarding them i would have a written warning at work! I suggest you find a better system to use, make sure your staff talk to the patients and stick to appointment times, otherwise what is the point!? What a complete waste of a morning, and a day off work. And then to pay £4 parking for this! Thanks Good Hope.

Anything else?

Car park is ridiculously expensive.

Story from NHS Choices

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Response from Good Hope Hospital

Heart of England NHS Foundation Trust would like to take the opportunity to thank you for your feedback and comments on NHS Choices website, this website also feeds into the Patient Opinion website, www.patientopinion.org.uk which is viewed daily by the Trust and a response to your posting will be available here. If you are unable to view the response and would like to discuss further please do not hestitate to contact us (Patient Services on 0121 424 0808) alternatively on www.patientservices@heartofengland.nhs.uk Kind regards Patient Services Department

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