"Long waiting times as usual and lack of..."

About: University Hospital (Coventry)

I recently attended the antenatal appointment at UHCW, which was scheduled for first thing in the morning. Upon arrival at 8.20am the car parks were already full there were a large number of disabled spaces available and additonal car parking was closed until 9.00am this is ridiculous. Patients arrive at the hosptal on time only to have to spend a huge amount of time looking for available parking. You then have to literally run (usually a very long distance because the place is so huge) to the the antenatal department. Upon arrival the reception staff are very slow at acknowledging patients and on a number of occasions when I have visited this particular department they are talking to other people instead of attending to patients. The waiting room was relatively empty yet I had to wait over an hour before seeing someone to take my blood pressure etc. then referred for a scan then another hour before seeing the consultant. I was with a very small child who by this time was geting restless and hungry, but you dare not leave the room just in case your name is called. The ultrasound reception only has two receptionists one of which is answering calls at the same time for the whole waiting room to hear it is very unprofessional. The phone is left to ring for long periods whilst she struggles to attend to patients at the same time. After this long wait I did not even see the consultant I was expecting and was not informed that they were not available when I booked in at the desk. When I questioned the receptionist she was very rude and said if the midwive didn't tell me it's basically not her fault. I have never been to any appointment at this hospital that runs on time it is very frustrating that for the length of time they have been open they can't get their act together. The parking charge was £4.50 and I had to return for another appointment later that day. The parking is extortionate and to say that the hospital would need to close 3 departments to subsidise this as previously mentioned is beside the point. Patients should not be punished for the huge amount of money it cost to build and run this monstrosity. It costs less to park in the city centre. For patients who need to visit the hospital on multiple occasions this is a huge burden and it needs to be reviewed. Patients end up parking inconveniently for others, but I don't blame them.

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Response from University Hospital (Coventry)

Thank you for taking the time to provide feedback on your experience at University Hospital. It is disappointing to read your comments. We are currently addressing our car parking issue by undertaking works on the hospital site to improve patients and visitors' experience. We hope that this will be completed next year. We appreciate that parking is an emotive issue for people, however if we hadn't have put these charges in place the maintenance would have had to have come out of patient budgets which we didn't feel was appropriate. It is concerning to hear your comments that our reception staff did not communicate to you effectively and that you felt that our clinic wasn't run efficiently. It is also clearly unacceptable that you felt that our receptionists were rude. I have shared this with the antenatal manager for improvements to be made. If you would like to discuss aspects of your care further then please contact the Trust's Patient Advice and Liaison Service on 0800 028 4203. If you would prefer to contact us by e-mail, our address is feedback@uhcw.nhs.uk Alternatively, you can write to us at the following address: - PALS University Hospital Clifford Bridge Road Coventry CV2 2DX If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients. Thank you for leaving your comments on NHS Choices. Communications Team University Hospitals Coventry and Warwickshire NHS Trust Telephone 0800 028 4203

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