"Waiting time at clinic"

About: Wrightington Hospital / Trauma and orthopaedics

(as the patient),

I arrived shortly before 11am for an 11 o'clock appointment to see the consultant to discuss the results of my MRI scan done approx 6 weeks ago. On arrival I was told by another patient that the clinic was already running 1hour 50 minutes late. I checked at the reception and was told that it was only about an hour's wait. I was due back at work at 1pm so I had to go outside to make a phone call to my employer to explain that I would no doubt be late. No information was given out after that and I was finally called through 2 hours after my allotted time. My appointment only took 10 minutes!

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Response from Susan Heighway, Patient Relations / PALS Manager , Patient Relations / PALS, Wrightington, Wigan and Leigh NHS Foundation Trust

Thank you for your comment. We are sorry to learn of the delay incurred at your recent clinic appointment. There can unfortunately be delays within some clinics and we would apologise for this as even though your appointment only took 10 mins, we have no way of determining the length other patients are going to take as some cases have very complex needs which results in the delays experienced.

Each clinic has a Patient Information Board which indicates who is in clinic at that time and if there are any delays for that particular clinician/practitioner, as there can be several clinics in session at any one time. In addition there should be verbal updates via the tannoy system.

Wrightington hospital out patients also operate a system whereby a patient can take a pager which gives the opportunity to go for a drink in the restaurant area or indeed for a walk outside and they are then paged by reception when their appointment is nearing its time. We can only apologise if you did not encounter any of these systems at the time of your appointment and have passed your comment to the sister in charge of the outpatients for her to share with the staff.

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