"Other than this let down, a good experience - a..."

What I liked

Professional, friendly treatment by medical staff.

What could be improved

Department signage.

A detailed plan and description of the area to actually attend on your Hospital letter - always assume the Patient has never attended the Hospital & Departments before. Look at it through our eyes.

It's a Hospital problem, clearly wasting precious Hospital & Patients time!!

Anything else?

I totally agree with the previous person who said “Misleading admission letter, no clear guidance for where to report”.

My follow up letter told me to report to ’Orthopaedic Team Clinic’ Reception A (Outpatients). This I did and found a new ‘Computerized booking in system’ & I scanned in the barcode at top of my letter. All was well as it showed me all my correct details & so on. A helpful ‘League of Friends’ Lady checked to see I had entered the required information, she then told me OK & to take a seat in the large waiting area (Ground Floor) & wait to be called. This was different from the last time as I was directed upstairs to another unsigned area where I was eventually seen by the Specialist staff.

Good – I was 10 mins early, booked into the system, the Staff & system knew I was there… However, still waiting 40 minutes later we asked a passing Nurse about the delay & she suggested going to another unsigned corridor area & wait there. Whilst here, another couple arrived & said they had just had the same experience!! I was eventually called for my consultation, but then told she had phoned my home & left a message on the answer machine because I hadn’t arrived for my appointment?! I was then finally told “the clock is ticking “ & rushed to end the consultation.

So in summary –

1/ I’d ‘booked in’ with the computer, but no one knew I had arrived for my appointment.

2/ Told to wait in the wrong unsigned area.

3/ A lack of helpful directional Orthopaedic Department signage for the area.

4/ Reviewing previous feedback’s - Department signage would seem to be a Hospital problem. Talking to other Patients it looks as though this is happening on a regular basis!