We attended Queen Elizabeth Hospital Birmingham for a pre-arranged appointment to review recent exercise tolerance tests. The experience was less than pleasant due an acute over booking of 30 patients.
What makes it worse is that no one waiting to see the Dr was advised that there would be severe delays, bearing in mind this was a cardiac unit, the added stress was not beneficial.
What should they have done? Well, simply follow the guidelines set in other hospitals: keep the patient informed after 20 mins post appointment time, not overbook hard-pressed Drs, and finally take responsibilty and not “pass the buck” by not taking ownership where a complaint is made.
This is not a “whingeing ” complaint. My wife and daughter are heath care professionals who are involved in outpatient clinics. In their opinion the QE staff failed quite miserably, myself as a non-healthcare professional just found the 2 hr wait most inconvenient and this in turn dealyed the long journey home.