"Outpatients shambles"

About: Southmead Hospital

Had an appointment today, drove around 30 mins finding a place to park, pay £3, walk miles to Brunel building, self check in - worked at 7th attempt, walked to allotted holding bay, sat in airport type lounge listening to constant 'pinging' of screen herding people like cattle to the next 'gate' (yes they call in that), move to next gate after 10 mins, check in at next gate, told to take a seat & wait - no seats, waited 20 min (standing) to be called, good appt with dr, given prescription to take to pharmacy and bring back to clinic, dr had to hand write as printers not working? pharmacy wait I'm told 20 mins got a ticket, waited 40 mins ( screen to call people not working) so went up to desk, items not in stock !?, did no one think to tell me? Err no so went back to clinic told them of problem, dr went to pharmacy, returned to say it would be 5-10 mins, I went back to pharmacy - told to wait another hour! Eventually got medicine but no needles?! Is this a hospital? Then told to make appt for 3 weeks, went to reception - lady can't access the clinic on computer - will call me? Went back to clinic to tell them, all very apologetic and nice,. The staff are the same staff as in the old clinic and that ran smooth, all the staff are lovely and trying to cope with teething problems but good god sort it out guys - ridiculous. Just wasted 3 hrs of my life - then had to argue with parking attendant as I was 5 mins over my 3hrs. Grrrrrrr Quite a drama too as someone got stuck when the lift stopped. Entrance with wedged door open, tarpaulin covering stuff, wet paint, cables taped to the floor. Is this ready to open - No

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Response from Southmead Hospital

Dear Anonymous – I am sorry that your experience of Diabetic Medicine delivered from the Brunel Building was so poor. Clearly, as you have identified, there are a number of teething issues associated with bedding in the new services and on behalf of the Trust I apologise for the frustration and distress you suffered. The parking problems will be resolved once a new multi-storey car park is built on the site of the old hospital buildings, but the current pinch point means we are well below the capacity we would wish, but space on the site is finite. Your feedback is valuable and I have passed this to the project and departmental teams concerned to ensure that we are able to learn from the issues you have raised. I am confident that should you need to visit again the situation will have improved and that, parking aside, the clinic will again run smoothly. Kind regards – Steve Sykes Advice and Complaints Team

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