"Visit to N5 at the NUH Hospital City Campus Nottingham"

About: Clinic 4

(as a relative),

I went with my wife for her appointment to see Mr. Rigg at N5. The signposting to any area was very poor but the Volunteer was helpful. However we had been to N10 before, so had a rough idea. There should be better signs near the lift at the South Entrance to let people know that it was the lower ground floor. People were getting off at Ground thinking it was the First Floor.. We followed signs to end of the corridor showing N5 then turned left and the N5 signs disappeared. We assumed that Clinic 5 was the same as N5 and was correct but were a bit confused whether Clinic 4 was Clinic 5 as they were joined together. We then stood around and noticed an empty desk and assumed that's where a receptionist would be.

However whilst hanging about a very helpful HCA told us that we should use the machine to book in. There were no signs near the unintrusive machine or any details about booking in. The nice HCA tried to book us in but because we were new patients it wouldn't book us in. Without the HCA we would have been stuck. She told us to go to a main reception two rooms away where we could book in. That all went fine. We then went back to Clinic 5 and sat down but then I noticed that Mr. Rigg was not one of the staff on duty. I looked around and found that he was seeing Clinic 4. The next part was excellent. We were seen on time and Mr. Rigg was excellent, so friendly and pleasant. He listened to all my wife's question and gave straightforward answers. The best Consultant we have ever seen.

There were two volunteers helping people but with correct signage they wouldn't be needed or one should stand by the booking in machine. The same HCA was always having to show people what to do. I also think that a receptionist would be able to free up the HCA and also be point to help patients and stop them from being confused.

An elderly person had been sitting in the waiting room but had not booked in. It was only when he asked when would he be called that he was booked in. He was 40 minutes late for his appointment.

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Response from Nottingham University Hospitals NHS Trust

Thank you for taking the time to share your experience of attending an appointment at City Hospital outpatients with your wife. It is important for us to hear from patients and visitors who have had difficulties with any aspect of their hospital visit, so that we can learn where things aren’t working and identify how we can do better. Your comments about signs and about the volunteers and the way reception in the outpatient clinic is staffed are very helpful to us, and we will be sharing your feedback with our main outpatients lead and the matron for outpatients at City Hospital, as well as our colleagues in Estates and Facilities, to let them know how they can improve the service.

Kind regards,

Andrew Steggles

Patient Experience Officer