Focusing on how patients were managing with access to appointments, waiting times and the quality of service, over the period of 3 hours staff asked attendees to the department 5 questions:
- What brought you here today?
- How long did it take you to get this appointment?
- How long have you been waiting here?
- What do you think about the service?
- How can services or your experiences be improved?
Of the 13 people we spoke to and answered the relevant questions:
- Most of those we spoke to where regular attendees to the clinic and where either having routine appointments or undergoing treatment which required them to attend several times.
- The amount of time patients waited for an appointment varied greatly and this often related to the type of treatment they were undergoing.
- The specific waiting time on the day again varied but around 30minutes was most common.
- Feedback on the service on the whole was very positive
- Waiting times was the most common area highlighted for improvement however better signage was also mentioned.
Many of the people visiting the clinic were regular attendees and thought the service was good. The main area for criticism was waiting times for the actual appointment in the first instance and then again on the day of the appointment.
The report was discussed at the Patient Experience and Inclusion Partnership meeting and the feedback with regards to improved signage was agreed to be escalated.