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I feel like I'm not being counted

Posted By Sarahcares

"I feel like I'm not being counted"

About: Neurosciences (DCN) / Outpatients Department - OPD7

(as the patient),

I arrived on time always being punctual to help the NHS keep their times correct, it states in the waiting area if you have been waiting 30 minutes to let a member of staff know. I did this and was told there was someone in with the doctor but I would be next. I’m still sat 30 minutes later after the doctor came out and called someone else that just walked through the door into his room. Why on earth we get given times to come to appointments to be sat putting our health at risk from viruses in hospital waiting hours at a time to be seen is anyone’s guess. I’ve been happy and waited calmly then thought it was only right I share how this appointment has made me feel. 

I feel drained, let down, and like I’m not being counted. I'm not sure how this person got to go ahead of my appointment time, and I don't really feel like asking again why I’m sat here waiting to be seen. The sad reality is my carer has other people to look after and I’m going to have to miss my appointment. 

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Responses

Response from Jan Ferguson, Senior Charge Nurse, Clinical Neurosciences, Royal Infirmary of Edinburgh, NHS Lothian 2 months ago
Jan Ferguson
Senior Charge Nurse, Clinical Neurosciences, Royal Infirmary of Edinburgh,
NHS Lothian

Submitted on 10/02/2025 at 19:12
Published on Care Opinion on 11/02/2025 at 08:33

Dear Sarahcares

I am extremely sorry that your visit to OPD 7 was a disappointing experience for you. I appreciate attending hospital appointments can be tiring and that a long wait to be seen led to you feeling drained and disrupted your carers day.

We have up to 20 different clinics daily in OPD 7 and our staff do their best to keep our patients informed if the clinics are running late, thank you for alerting us to the fact that you had been waiting over your appointment time. Our medical staff often have to spend longer with some patients for various reasons and this unfortunately can lead to their clinic running later than planned. I'm sorry this affected you on your visit, we do aim to provide the best possible care for each patient.

Some appointments have more than one part to them so patients need to see their doctor more than once, for example if they have been to scanning/x-ray then returned for results. This may be the reason why someone appeared to be taken before you.

We are sorry you felt undervalued and I hope this response has addressed some of your questions but if you would like to discuss this further please get in touch with me on 0131 312 1708.

Regards

Jan

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