"Poor admin and organisation"

I took my Grandmother (93 and poor mobility) for a routine INR blood test. This is the first time we had done this at St Cross, the letter specifically said the location of the appointment was the Day Surgery Unit. When we arrived here we were left standing outside waiting in the cold and then told to go to the other side of the hospital and use the outpatient entrance there. At this entrance we were told to go back to day surgery (as this is what the letter stated!). Fortunately here someone seemed to know what was actually going on. From here we were told to go to the Cardiac Rehab Unit, there was no mention of this in my Grandmother's letter. When we arrived at the cardiac unit we then waited outside for half an hour until a receptionist came out asking why we were there. She said she would ring haematology and when she came back she just told us to go to haematology, another significant walk for my very elderly Grandmother.

Once we got to the haematology unit the staff were very helpful and informative.

This 'episode of care' was completely unacceptable, obliging a very elderly lady with very limited mobility to walk round and round the hospital becoming more and more anxious. I would like to know what you intend to do to rectify this system so my Grandmother nor any other elderly person has to go through such a stressful and exhausting experience again. I was informed that the system has changed since coronavirus, but the letter has not been updated. This is appalling as the majority of people using this service are elderly.