"Requests resources for navigating to clinic"

Within the span of a year of outpatient appointments at Gartnavel General Hospital in Glasgow, there has been a persistent and unnecessary difficulty in obtaining clear directions to Clinic 5.

Regrettably, the resource available on the website is not updated frequently enough to convey accuracy or provide comprehensive information.

Upon arriving well in advance of an appointment, I was directed to the main reception desk to check in. However, I was repeatedly misdirected by three separate reception desks before eventually finding hospital staff who accompanied me until we discovered the correct waiting area. Sixty minutes had elapsed since my appointment slot, causing me significant distress, frustration, and suppressing my anger. Despite this, I automatically apologized for my tardiness and was informed by GGTech Gen Respiratory Clinic that appointments should not have been allocated as the clinic had recently relocated but was not yet officially ready for service.

In an attempt to avoid the distress of the previous experience, I am unable to locate the clinic on the online resource. I have been repeatedly ignored by the main switchboard and advised by operators answering the phone number on the appointment letter that they lack the knowledge to provide directions to the correct check-in desk due to the compartmentalized nature of the main hospital or not answering the call with the venue.

Regardless of neurodivergence, I feel that service users are frequently exposed to inadequate and redundant support even when attempting to actively manage their own care journey within the National Health Service.

To address this issue, it is imperative that telephone and reception staff prioritize listening to callers’ requests rather than immediately transferring them to another waiting queue without prior notice. Alternatively, they should be empowered to proactively seek out the necessary information and provide guidance rather than abruptly ending the call with a dismissive statement such as - We are not based in the same building.

At the very least, I think the online guidance, including maps, links, and accurate phone numbers, should undergo a thorough review & update.