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Brand new hospital-badly designed

Story from nhs.uk

"Brand new hospital-badly designed"

About: New Birmingham Dental Hospital

Drove onto car park. No signage re payment. Asked visitor for assistance.

Ticket machine at rear didn't work. Ticket machine down side of main entrance-2 people in front of me couldn't get machine to work.

I managed it. Doesn't give change! Signage appalling. Go in main entrance, door with stairs to right, lift to left.

In lift, no signage except 0 or 1. Go to 1.

Sign in on screen.

Told to go to ground floor waiting area.

Went down to ground -no waiting area.

Back up to 1st.

3 receptionist-only me in queue-ignored by all 3.

I eventually got attention of the receptionist who informed me I was on ground floor.

I said no, I am on 1st, they said no, this is ground-?

Dental nurse who came out to call my name looked very unkempt-creased grubby uniform, v untidy hair.

They didn't converse with me at all, just walked off and I presumed I should follow them.

They pointed to a cubicle. Consultant I saw was good, no problems there.

On way out, I saw sign saying pay & display - as my first visit, I hadn't noticed it because of looking where I was going!

Please do something about the signage.

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Responses

Response from New Birmingham Dental Hospital 7 years ago
New Birmingham Dental Hospital

Submitted on 09/12/2016 at 22:55
Published on nhs.uk on 11/12/2016 at 01:30

Dear Sugal

Thank you for your feedback, and I am very sorry for the delay in you receiving this response.

Birmingham Dental Hospital is aware that the current signage does not meet patient / visitor requirements or expectations, and is working to address this.

The inconsistency of floor labelling within the lifts has been raised with the estates team to ask for the issue to be corrected.

I am sorry you experienced a poor response from reception staff and for any confusion as a result of the floor and lift signage.

To clarify the main atrium / reception area is known as the Ground Floor, with the car park lift causing most of the confusion for patients.

Clinics exist on both the ground floor (ie off the main atrium), and also on floors 1 & 2 above as well.

I am very concerned about your comments about the appearance of the nurse who called you into the clinic on this ground floor and would welcome the opportunity to look into this further so that this is addressed.

I would be grateful if you would contact me - Alison Last - on 0121 466 7128 (or email Alison.last@bhamcommunity.nhs.uk to provide me with details which will allow me to investigate further and ensure improvements are made where necessary.

I look forward to hearing from you in due course.

Kind regards

Alison Last

Associate Director of Patient Experience

Birmingham Community Healthcare NHS Foundation Trust

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