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Just a bit of planning by the management team would make the...

Posted By Lyn R

"Just a bit of planning by the management team would make the difference"

About: Solihull Hospital / Older people's healthcare

(as a relative),

Arrived appointment in plenty of time there for 11. 30am. The car park was grid locked. I asked security guard what they suggested as appointment time was fast approaching. Reply 'I don't know just find one.' I told him I was going out to park on road. Reply was that was up to me, do what you like it's not secure.

Surely a basic multi storey car park needs building and some sort of restriction on numbers of cars entering when there's are no spaces. Our appointment was dealt with efficiently by kind caring medical staff.

It was a long appointment and we needed to feed our grandson. Why doesn't the cafe have high chairs we weren't the only ones looking for and asking for one.

Also patient lift used to move empty vegetable baskets, only one lift working and a very long queue. Surely there are service lifts.

I appreciate the hospital is under pressure but the above has nothing to do with winter pressure, just a bit of planning by the management team.

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust 7 years ago
Marie Helebert
Patient Services Officer, Patient Services,
Heart of England Foundation Trust

Work with patients & families to highlight and address any issues relating to patient experience.

Submitted on 21/04/2017 at 18:30
Published on Care Opinion on 23/04/2017 at 20:41

Dear Lyn R

Thank you for your post regarding your attendance to Heartlands Hospital for an appointment in the Elderly Care Service.

I am very sorry for the difficulties you encountered in locating a parking space, this is an ongoing problem for patients and visitors, where steps have already been taken to expand the amount of spaces available. I am very disappointed to read of the lack of assistance you were given by the member of Security Staff, and I will ensure this is highlighted to the Parking and Security Management Team. With regard to your suggestion of a Multi-Storey Car Park, this is an excellent idea and one that I'm sure has already been discussed; I will be sure to also pass this along to the Parking Management Team.

I am however, pleased to read that your appointment was dealt with efficiently by kind and caring medical staff, and I wll ensure that your feedback is highlighted to the Elderly Care Management Team, and they can communicate that feedback to their staff.

With regard to highchairs in the restaurant area, I am disappointed to read that you were unable to locate one. I have checked and can advise that there are several highchairs stored underneath the escalators but are easily accessible. I'm so sorry that one of these were not made available to you. I will highlight your comments regarding this to the Restaurant Manager and suggest that a sign is put up so that it is clear there ARE highchairs available. I can fully understand your frustration.

Your feedback is very important to us as it helps us to identify services and areas that work well, but also where things may not be working as well. This allows us to look at where the problems may be, and where possible, implement change to improve services. Once again I thank you for highlighting your concerns, as well as the positive aspects of your visit to provide very balanced feedback.

I hope my actions are acceptable.

Kind regards

Marie Helebert

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