AIBU to think the hospital is wrong?

[mmmmkakshch]

I had an appointment today at 8 30 am for a scan ive been waiting for for quite a while. It was at 8 30 am. I arrived at the hospital at 8 13 am. There was a giant queue waiting for the receptionist. It appeared they were down staff. I waited for over 30 minutes to get to the front to be told I was late and the appointment was now cancelled and id have to get a new referral via the gp. Ive been waiting over 4 months for this scan. I explained that i arrived in plenty of time and she said there was nothing she could do.
I dont really think im being unreasonable

I’ve done it without incident.

• Step 1- explain to the people you’re with in the queue that you’re really worried you’re going to miss your appointment and need a quick word with the receptionist, and would they mind just keeping your place;
• Step 2- go to the front of the queue and explain nicely to the person at the front that you just need a very quick word with the receptionist to check that they’re not going to cancel your appointment but that then you’ll retake your place.

No barging, arguing or putting anyone in their place. It’s always worked for me and I wouldn’t have a problem with anyone else doing it either.

I would have waited patiently in the line assuming that the appointments were running behind because of the queue. I would have tried to argue my case at the point of being sent away but if that failed I definitely would have complained to Pals- that’s mad you were there!

I absolutely would have done (and have done) for exactly the reason the OP found - appointments get cancelled if you’re late.

OP complain to PALS today and follow it up if you don’t get a response.

Were you in the department queue (ie the relevant place for the scan) or the general hospital reception?

If the former then that’s ludicrous as you were in the right place at the right time. I would not have left - you were not late and the receptionist was wrong to refuse your appointment and wrong not to have been calling out for people for timed appointments to come up.

If it was the general main reception … I’ve never known any hospital reception make you queue there for specific clinic or scan check ins they usually seem to exist for info and telling you how to get to your dept. If the hospital is checking in all patients for all clinics at one desk with one person, I’d complain via PALS about that! (And I would have taken myself to the clinic regardless of what that receptionist said).

I would have been so angry. I would probably have refused to leave without my scan.

This is insane!

I'd have been straight down to the PALS office the moment the appointment was cancelled (assuming this hospital has one - mine does but it's a large, London hospital)

Yes raise a complaint, it wasn't your fault and you should not be penalised for it.

I'm quite surprised the Dr/clinician didn't come out and call your name anyway.

Another vote for PALS. That's ridiculous!

I may not have barged my way in but I'd have certainly (with apologies) got myself to the front of the queue, interrupted and said "I have been waiting for 15 minutes and my appointment is at 8.30, I am here and don't want to miss it"

I have done similar before (not just for hospital appointments!). You can be apologetic and quick but I'd have certainly tried this tactic.

@mmmmkakshch I don’t think a complaint is the best way forward at this stage. The best thing to do is to contact your consultant’s secretary by phone or by email. Explain what happened and ask to speak to the consultant so that they can make the decision about what happens next.

The priority should be to get your scan rebooked. With a complaint you’ll just get bogged down with policies and procedures, and potentially end up wasting a lot of time.

Once you have got the appointment sorted, however, it might be an idea to contact PALS and highlight your concerns about the understaffing, the missed scan and the receptionist’s handling of the situation. Because it does sound far from ideal!

I once waited 45 mins in reception having checked in, while a consultant chatted with a nurse, quite happy they had a no show.

I'd raise a complaint through pals, the gp needs to put you on the urgent list, I'd also phone the hospital consultants secretary if you've been referred to go on the cancellation list. Our hospital have a self check in machine alongside reception staff.

We pay for the NHS service, and that ‘S’ means service. I’d have to take time off work to get there, and I would stand at the front of the queue loudly describing the message I was sending to my MP and PALS as I typed them.

If you just let these terrible services walk all over you it will continue. In checking your contact details was the receptionist doing anything of value? No. I know the contact details the NHS have are correct.

Tjis is a shocking waste of taxpayer resources and cannot be allowed to continue.

This really winds me up… Every time I arrive for a hospital appointment, it’s always running late.
At my pregnancy booking appointment, we waited over 30 minutes to be seen, despite arriving earlier and being checked in on time. Then, at my 12-week scan, it was the same story almost 20 minutes late, even though we were early. While we were waiting, the lady who was later doing our scan rushed in, clearly late for work herself. I completely understand that delays can happen , emergencies, staff shortages, unexpected complications but when appointments are scheduled in the middle of the day, people often have to take time off work. For me, it feels incredibly inconsiderate to run late behind almost every time.

When I go for a scan or a blood test, I know the actual procedure won’t take long. But what should be a quick 30-minute appointment often ends up taking over an hour sometimes. It’s just not right. People have jobs to be at, and it shouldn’t be expected that we take an entire day of annual leave just to attend a simple appointment because everything is running so far behind.

Were you in the department queue (ie the relevant place for the scan) or the general hospital reception?
This is a crucial question and really influences whether hospital were being U or not.

Well that knocks all the non-attendance statistics on the head!

I would go to PALs if I were you. This is nonsense.

Id wttempt to rebook with the clinic before complaining to pals.

The waste of the patients time is the main issue here. What are we supposed to be GRATEFUL for waiting 2 x 4 months to get an appointment? Are expectations of our health service so low? Ask for better! It would be far CHEAPER for the NHS to not have such poor admin processes.

I was in the department queue. I was at the correct wing of the hospital and walked past the general reception and went to the correct floor and department. The department was sign posted and it said on the door when I got close enough to read it stated to queue to speak to a receptionist. The queue when I arrived was stretched all the way to the lifts.

Straight to PALS, that is absolutely outrageous

You can do both.

No, I really do think getting the scan rebooked and done is the main issue here.

This is where ridiculous systems in the NHS cause so many problems. Definitely complain to PALS. Do you have any proof of arrival time? I am sure you won't be the only person affected by this.
All the hospitals I attend for my appointments have check in screens where you scan a bar code on your appointment letter or type in your name and date of birth. There are no reception desks. Much more efficient.

Yes I have proof. I parked my car at 08 01.

Im not a complainer with hospitals but that is ridiculous. Id ask to speak to someone in charge and kick up a massive stink.

Receptionist should have triaged calling out anyone who has an appointment within next 5 mins.