"Excellent care but please improve the signage!"

About: Royal Surrey County Hospital

I had a lumbar puncture test here today in the Medical Day Unit. I can't fault the courtesy and care given me by the nursing staff (who looked after me extremely well) and the doctor who performed it, who explained the procedure and possible side effects, then performed the procedure without any discomfort to me. Full marks to all! Please pass on my appreciation and thanks. The only downside was the very poor signage to the unit. I went down to Level A and followed the (tiny) signs to "Outpatients 16", as instructed. Maybe I missed something (perhaps because I was in a wheelchair) but when the OP16 signs petered out I found a waiting room with numerous chairs (but no "reception") and asked the people waiting there if this was "Outpatients 16"; they said it was so I waited there. When it was 15 minutes past my appointment time, I was concerned that I hadn't been able to report in, so asked a passing member of staff if I was in the right place. I wasn't! She kindly took me around a corner to another area and introduced me to the nursing staff in "Ward 1", who were expecting me and apologized that I had been misled. I hope this information is useful.

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Response from Royal Surrey County Hospital

Thank you for taking the time to share your feedback with us. We are pleased that you had a positive experience with our staff. It is very important to us that our patients' experience is positive and stress free. We appreciate your constructive feedback and will look into the signage leading to Outpatients 16. Best wishes Royal Surrey County Hospital

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