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Time of patients' appointments

Posted By frostwr83

"Time of patients' appointments"

About: Ards Hospital / Mental Health Outpatient Department

(as the patient),

My taxi was late from Holywood to Ards Community Hospital. 

I had a 10.30am appointment. I paid £46 a round trip as I wasn't allowed to see the doctor because I was late - I've waited for 1/2 hour in the past to see a doctor and could not understand (no sympathy for money or time taken to keep appt). 

I felt cross to say the least. 

I'd like to see more leeway for time of patients' appointments at N'ars mental health outpatients. 

I don't think there's any need need to be so strict! 

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Responses

Response from David Wasson, Clinical Nurse Governance Lead, Mental Health, South Eastern HSC Trust yesterday
David Wasson
Clinical Nurse Governance Lead, Mental Health,
South Eastern HSC Trust

Submitted on 02/12/2025 at 17:17
Published on Care Opinion on 03/12/2025 at 07:28

Good evening Frostwr83,

My name is David and I am a Clinical Governance Nurse within Mental Health. One of my responsibilities is monitoring and responding to Care Opinion stories.

Thank you for taking the time to provide feedback regarding your experience with Ards Mental Health Outpatients which I have shared with the Team.

I would like to apologise for your negative experience and can empathise with your situation of having paid so much on transport only for it to be late resulting in you missing your appointment.

Mental Health Outpatients operate a Policy whereby if a patient is late, the Admin Team ask the Doctor if they are able to see the patient and then advise the patient accordingly. I can't comment on the decision making process for your individual experience but often when there is a full schedule of patients to be seen or the doctor has other pending clinics or responsibilities they may decide that it is not possible to facilitate a late arrival due to the knock on effects.

I know this may not have been the response you would like to have had, however the management of appointments can be complex and challenging and for this reason the appointment letters also advise patients in advance that it is important to leave sufficient time for parking as those who arrive late for their appointment may not be seen.

Once again, I apologise for your experience and hope you have been able to reschedule your appointment to another suitable time.

Kind regards,

David

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