"Very dissapointing"

About: Victoria Infirmary (Northwich)

Anything else?

My mum is 70 years old shes diabetic and she has had a tuma removed that's why she has to have check up soo often at this hospital, she had an appointment at 3pm we were traveling from Crewe which takes 35mins to get there we left at 2pm to make sure we got there on time but we turned up 10mins late as recently there have been major road work in Northwich making some roads 1way system which we were unaware of and got lost as we are not from Northwich, my mum got in at 3.10pm but we checked in at 3.15 as there were other people waiting to be checked in before us, as we spoke to the receptionist we explained what had happened she was very understanding and told us to take a seat, as time went it turned to 3.40pm one o the nurse came and told us there would be abit of a wait as we turned up late we said we wouldn't mind waiting and she did offer us another appointment but we couldn't as we had another appointment at this date else where, as time went the same nurse came back as i asked her how longer will it be she turned around and said she doesn't really know but she said the latest it would be 4.45pm, but when 4.45 came around the same nurse wasn't to be seen so i had to find out at the reception what was going on then the reception lady went to find out and she told me that i had to wait we waited and waited i couldnt take it no more so i went up to the nurse and asked myself i was told straight away that they told us to wait i questioned just because we turned up 10 mins late your making us wait for almost 2 hours at that time but as usual she said the same thing again that i would have to sit and wait, we wern't seen till 5.50pm just because we turned up 10mins late how disgusting for them to make a lady of 70years old wait for almost 3hors just because she turned up 10mins late worse experience ever in my life very rude staff hope it never happens to any1.

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Response from Victoria Infirmary (Northwich)

Thank you for raising your concerns about the poor experience you and your mum had. I have discussed this with the Out Patient Manager and, whilst it can be difficult to accommodate patients who arrive late, it is definitely not our intention to penalise them or to make them wait longer than is necessary. I am really sorry that you had to wait so long. The Manager is in the process of discussing your case with her team and aims to have a process in place that ensures this type of scenario does not happen in the future. Please accept my sincere apologies and if you should experience any further problems do not hesitate to contact me via our Customer Care Team 01270 612410. Best Wishes Sue Hamman, Professional Lead Diagnostics & Clinical Support Services

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