"Finding useful information on web site. and..."

Information is sparse, ill-organised and woefully out-of-date ( e.g. list of departments and services not up-dated since 2010 : where are radiological services? where is entrance 9? ) How can anyone not familiar already with the hospital be expected to get to their destination without some anxiety?

Most of the signage/directions are limited in their effectiveness, and, inevitably, there is never "anyone" there to help/advise.

When telephoning there is inevitably a too-long wait to be answered and/or be redirected to the. appropriate section or person.

Unless one knows the name, designation, extension no. , or some other specific identifier, there is the ever-present danger of being directed to the lowest possible level of responsibility and/or expertise to get an answer to a query. Frequently it seems is if the 'clerk' doesn't know anything and either makes up an answer or has a ''stab in the dark' at getting an acceptable solution: putting the caller off by saying that it's in the system, or. being seen to, or that the person responsible will be in tomorrow to deal with it, or....

It is easy to understand how often staff can complain about the public being rude, ill-tempered, hard-to-handle, but then this is simply the result of their running up against a wall of misunderstanding, inefficiency, lack of sympathy and understanding, or just plain bloody-mindedness and stupidity. The service-users are bound to be a little uptight and fractious if they're 'first-timers and seeking reassurance about their problems however large or small. As the Royal is seeking to establish itself as a first-class, front-line service locally and regionally it needs to step away and measure itself coldly and objectively. Yes, it's great to have the latest highest-tech gear available but you are working with people - how well?