Waiting

Whilst on my rural I was asked to complete an assessment for a new pt as one of the PT’s was unwell. They did not want to cancel the appointment with the pt as she presented with an extensive referral from a major hospital highlighting many yellow flags.
The pt was booked to come in at 10.15am. At this time the waiting room is usually very busy as there is a balance class that takes place at 10.30am. 10.15am came and I had not been advised that my pt was here so I went to reception to check. The receptionist had gone to a meeting and the PTA was looking after the front desk. The pt’s name was not highlighted and when I asked the PTA if she had arrived she said no. It was 10.45am and I had been out 3 times to see if my pt had arrived, but she hadn’t. I assumed that she was not going to attend so I went up onto the ward and told the PTA to page me if she arrived. When leaving to the ward, the waiting room had settled down and there were only a few people left in the room. I asked the PTA if a lady sitting in the room could been my pt because I had seen her there now for a while, but the PTA told me it was another PT’s pt.
I had been 30 mins up on the ward when one of the PT told me that my pt in outpt’s had been waiting 1 ½ hour for me. I immediately felt embarrassed and very unprofessional on what just happened. I met the lady in the waiting room and it was the same one that I saw waiting there. I was very apologetic and told her there had been some miscommunication. I was anxious on how the pt was going to respond throughout the session. She surprisingly was understanding as her daughter is a nurse and understands that these things happened. I felt slightly relieved and more comfortable around the pt however, still very embarrassed. On leaving the session the receptionist was back and she as well as the PTA apologised for the situation that occurred.

IF I WAS FACED IN A SITUATION LIKE THIS AGAIN AND SUSPECTED A PT, I WOULD DIRECTLY ASK THE PT WHO THEY WERE BOOKED IN TO SEE. I NOW KNOW THAT COMMUNICATION BETWEEN NOT ONLY STAFF, BUT PT’S IS ESSENTIAL IN THE ORGANISATION AND SMOOTH RUNNING OF A CLINIC. IN ADDTION, YOU CANNOT ALWAYS ASSUME THAT EVERYONE KNOWS WHAT IS GOING ON.