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Directional mapping

Story from nhs.uk

"Directional mapping "

About: Royal Cornwall Hospital (Treliske)

Immersive Reader

I had to attend Treliske for an MRI and having checked the location of the MRI department online, I followed the signs to the Tower where I was directed to the basement. On arrival the sign said "MRI no longer here", fearing that I would be late for the appointment, I sought the help of staff and was directed to the Trelawny suite .... where we had passed 10 minutes before. I was partially to blame as my letter made no mention of the Tower, so the online map of Treliske is obviously out of date. Having said that, the MRI staff were lovely and very helpful.

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Responses

Response from Megan Nicholls, Patient Engagement Manager, Patient and Family Experience Team, Royal Cornwall Hospitals NHS Trust nearly 2 years ago
Megan Nicholls
Patient Engagement Manager, Patient and Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 11/09/2023 at 16:48
Published on Care Opinion at 16:48

Immersive Reader

Good afternoon

thank you for taking the time to share your feedback with us. I am sorry for the delay in getting back to you on here.

I am sorry that the signage to the MRI department were incorrect and confusing, I'm pleased that a member of staff was able to help direct you to the right place. I'm also pleased that the MRI staff members were lovely and helpful.

I'm writing to you as a member of the Patient Experience team but, I will ensure that your feedback is passed onto the MRI department.

Thank you, again, for taking the time to share your feedback with us. Thank you

Megan

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Response from Glenda Shaw, Quality and Service Improvement Lead, Clinical Imaging, Royal Cornwall Hospitals NHS Trust nearly 2 years ago
We are preparing to make a change
Glenda Shaw
Quality and Service Improvement Lead, Clinical Imaging,
Royal Cornwall Hospitals NHS Trust

Submitted on 12/09/2023 at 11:37
Published on Care Opinion at 11:48

Immersive Reader
picture of Glenda Shaw

Good Morning

Thank you for highlighting your recent issues. We have had a few teething problems since opening our brand new scanning department, We now have three locations across the RCHT for MRI scanners. As you mentioned the letters are the main source of information for the smaller details of your appointment but we are exploring if there are any other ways to avoid this happening, such as more specific text reminders or highlighting the location more clearly in your appointment letters.

Due to the complexity of the MRI equipment we have been unable to locate the scanners together.

Hopefully we will find a solution soon.

Best wishes

Glenda Shaw

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