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I got lost so ended up being a bit late

Posted By Tina D

"I got lost so ended up being a bit late"

About: Haematology (Clinical) / Ward 9

(as the patient),

Recently I had an appointment at ward 9. I got to the hospital on time for my appointment however I got lost so ended up being a bit late. I arrived at the south wing and followed the signs to get to the main hospital. I didn't know that the main hospital is now a new building and I needed the old main building. I didn't know how to get to ward 9 from the new building

I then tried to go to old main building entrance but there's no access. I ended up having to go to outpatients building and navigate my way to the old tower block lifts to get to ward 9.

There should be signs up to indicate that the signs to the main hospital are for the new building and a map or directions to the old main building should be up to show directions to get to old building and the old tower block lifts.

Another idea would to include a short map with highlighted lines to indicate how to get to a certain ward from all entrances along with the appointment letters.

Thankfully, the nurse I seen at ward 9 was very understanding & seen me for my appointment. 

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Responses

Response from Debbie Gallagher, Rheumatology Nurse Specialist, Rheumatology, Western Health & Social Care Trust 6 months ago
We are preparing to make a change
Debbie Gallagher
Rheumatology Nurse Specialist, Rheumatology,
Western Health & Social Care Trust

Submitted on 27/10/2023 at 17:56
Published on Care Opinion on 28/10/2023 at 09:05

picture of Debbie Gallagher

Good evening Tina D

Thank you for taking the time to give us your feedback on your recent appointment.

I am firstly sorry that you felt that the signage was poor and this resulted in you ending up in the South Wing and running late for your appointment. I am glad the staff was understanding and you were seen at your appointment.

There has been a lot of change in our hospital over the past number of years and months with addition of both the South and North Wings. I intend to forward this feedback on to site management so that we could possible look at current signs and see if there is anything that could be improved. I will also speak some of my colleagues in the booking team to see if it is possible to include a map of the hospital with appointment letters so attending appointments for you and others may be an easier experience.

Thank you again for your feedback

Debbie Gallagher

Rheumatology Specialist Nurse

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Update posted by Tina D (the patient)

Thank you for responding.

The rheumatologist nurse I seen was lovely and my appointment went well. 10/10 and credit where credit is due.

I hated being late & flustered. I am never later for appointments.

The changes made to the hospital are great and long overdue.

I do believe that a lot of infrequent patients, like myself, didn't/do not know that the signage from the south wing to the main hospital is for the new main hospital and not the old main building to get to the tower block lifts as it was previously.

If I had known this before my appointment, I would've gone to outpatients 1st and navigated my way from there to the old main hospital to the lifts as I know my way from there.

Temporary signs or a highlighted map with appointment letters would be most welcome addition, especially with all the new changes.

Response from Michelle Scott, Patient Client Experience Lead, Primary Care and Older Person, Western Health and Social Care Trust 6 months ago
Michelle Scott
Patient Client Experience Lead, Primary Care and Older Person,
Western Health and Social Care Trust

I am the gatekeeper of Care Opinion and 10,000 voices quality improvement initiative for the Western Health and Social Care Trust

Submitted on 13/11/2023 at 10:29
Published on Care Opinion at 10:29

picture of Michelle Scott

Hello Tina D,

My name is Michelle Scott Patient Client Experience Lead for the Trust.

I want to say that I was saddened to read that poor signage left you feeling flustered.

I have liaised with Michelle a business manager of the trust who has the following response which I hope you will find helpful moving forward.

"Facilities Management have just completed a piece of work relating to wayfinding to help support patients with accessing and navigating around our facilities which includes the placement of new maps at entrances to our buildings to help highlight key areas across the building. We appreciate that there have been a number of changes to the hospital footprint over recent years owing to ongoing re-developments to allow us to deliver better services to our patients. The team have also just completed a new site map which will be available via the Trusts Internet page that will help patients with planning their access routes and parking at the hospital.

We are also working with service teams to encourage them to send out more detailed information to patients ahead of their appointments to help reduce any issues with getting to appointments on time."

kind regards

Michelle Scott

Patient Client Experience Lead

Ext 214486 (02871345171)

Mobile: 07833402847

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