This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Mixed experience

Posted By Wish888

"Mixed experience"

About: Liverpool Womens Hospital

(as the patient),

I have found the waiting times today to be really difficult to manage. I was waiting initially for over an hour and then given directions to where I had to go which were not at all clear. A Dr stopped us and helped who was really nice.

At the Outpatients department I waited for results for a scan. The person at the desk did not warn us that we would be 2 hours. Patients who came in after us were seen before us, and everyone seemed confused. I thought that the screens in the department were not helpful the writing goes across too quickly and showed the wrong date.

I was eventually called in. When I was in the Dr was really good, everything explained well and the care was really appreciated. The Dr was apologetic about the wait and explained that some people need more time.

However I felt I was not given a clear message about what the wait could be. We came from a long way away and needed to be back to pick up our grandson so were anxious.

Finally the cottage pie in the Quattro café was excellent.

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Liverpool Women's NHS Foundation Trust 7 years ago
We are preparing to make a change
Liverpool Women's NHS Foundation Trust

Submitted on 23/03/2017 at 17:00
Published on Care Opinion at 17:05

Thank you for taking the time to provide feedback about your experience. We are currently reviewing signage on the ground floor areas of the hospital. This is as part of the re-design of our out patient waiting area. Following feedback such as this, and to improve booking in for patients arriving for appointments. The area will be spacious, well sign posted and the environment will accommodate patients with different needs, This will include the electronic screens.

We sincerely apologise you had difficulty reading the information and the date was incorrect. We are also very sorry you were not provided with information from any of the outpatient nursing teams and the reasons for your delay before being seen at your appointment.

Gillian Walker, Matron for Gynaecology

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Kevin Robinson, Deputy Head of Patient Experience, Liverpool Women's NHS Foundation Trust 6 years ago
We have made a change
Kevin Robinson
Deputy Head of Patient Experience,
Liverpool Women's NHS Foundation Trust

Submitted on 30/06/2017 at 10:15
Published on Care Opinion at 12:41

Liverpool Women’s is proud to announce that the newly refurbished Outpatient environment is now open, complete with a new layout, improved amenities, and an interactive appointment check-in and reminder system that will provide an excellent experience for patients. Recent feedback from over 400 patients identified some poor experiences in relation to communication received prior to Outpatient appointments and also about their experience on the day of appointment within the hospital. In addition, the current Did Not Attend (DNA) rate for appointments at Liverpool Women’s is considered to be high and feedback received suggested that a more comprehensive reminder system would greatly improve this. We also recognised through patient feedback, that the flow of patients and signposting or ‘wayfinding’ could be improved, along with the information provided to patients upon attending clinics. As a result of the insight that identified the areas needing improvement, three pieces of work emerged that have been incorporated into this project, consisting of:

•A patient appointment self check-in system

•A centralised reception area for ease of access for patients attending any outpatient appointment at Liverpool Women’s

•A redesigned outpatient environment to centralise patient access and provide more facilities that complement the improved experience provided by the self check-in system

•An advanced patient call handling system with an integrated appointment reminder system consisting of text, email, and automated call messaging.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k