Care Opinion

No one explained the delay, too busy.

Posted By cheetahjp77

"No one explained the delay, too busy."

About: Royal Cornwall Hospital (Treliske) / Outpatient Services

(as a service user),

My experience was not a good one, the clinic was very busy, a double clinic, I was told. Mostly old and disabled patients.

I was at the clinic for 1 and a half hours before seeing anyone at all, no one explained the delay, too busy. The orderly gave me water, I thanked him very much.

Can I say in my working life I was a clinic manager, someone should be responsible for informing patients of delays, general good practice.

By the time I was seen for my injection at 6pm, my appointment was for 3:30pm. I was also behind a patient whose app was at 4:30pm for whatever reason (I was told their notes were before mine)

This should not happen.

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Responses

Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust last week
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 20/09/2024 at 10:03
Published on Care Opinion at 10:03

picture of Jess Saunders

Dear cheetahjp77,

Thank you for taking the time to share your story with us. I am sorry that on this occasion your experience was a negative one. I was disappointed to see that not only had you experienced such long delays but that you received no explanation as to why there were delays and presumably, how long it would be before you were seen. This must have been incredibly frustrating for you - please accept my apologies for this.

I am not sure which Outpatient department you visited, but I will make sure your feedback is shared Trust wide in our monthly report send out so that teams can reflect on your experience and make improvements where possible.

Thank you again for taking the time to share your story with us.

Best wishes,

Jess

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