"Wayfaring at a visit to the out patient department"

About: Clackmannanshire Community Healthcare Centre

(as the patient),

I had an appointment at Clackmannan Community Health care centre - easy to get too and great parking with a clear entrance to the centre. I arrived at 1. 50 well in time for my 2. 10 appointment. When I went in reception was unmanned and the front area was lit poorly but on the far wall was a sign pointing to outpatients which I followed but it took me to some stairs which did not seem right and there were no further signs that I could see so I retraced my steps back to reception where I read a notice pinned to the window FOR ALL OUT PATIENT CLINICS REPORT TO RECEPTION ON GROUND LEVEL WHICH IS ONE LEVEL UP USING LIFT/STAIRS (This was written in block capitals so does not adhere to the principles of accessible writing) Granted the notice was headed THIS IS THE LOWER GROUND LEVEL but when you are anxious about a hospital appointment your ability to process information is compromised and I did not read the heading at first. Anyway I followed the new instructions and found my way. I mentioned to the receptionist that I thought their wayfaring could be improved and she just smiled and said 'oh I no but there is not much we can do' My comment sparked off agreement from others in the waiting room who had had similar difficulties including from a person with a lady in a wheelchair where having to go and up and down the corridor would be more challenging than my walk!

My appointment when I got there was efficient, supportive and professional but the signposting in the centre is poor. Think testing out your wayfaring with someone who does not know the layout of the centre and with limited literacy skills would be a big help to improving it

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Response from Pauline Marland, Person Centred Patient Experience Coordinator, Department of Nursing, NHS Forth Valley

Dear Gretel

Thank you so much for getting in touch and leaving feedback about your recent experience at Clackmannanshire Community Health Care Centre.

Since receiving your feedback, I have passed the information on to the Department that deal with the signage throughout NHS Forth Valley, who are now looking at how the signage can be improved. As you highlighted it can be a confusing, and this is not the experience we want our patients to have when coming to appointments, we don’t wish to add to a patients worry when attending appointments.

If you don’t mind I will be back in touch through Patient Opinion to let you know of the changes that we are planning to make to ensure the patient journey is as smooth as possible.

I was pleased to hear that your appointment went well, and hope that you are keeping well.

Kindest regards

Pauline Marland

Person Centred Patient Expereince Coordinator

  • Gretel thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too

Update posted by Gretel (the patient)

Thank you so much - I think it is really important you get wayfaring correct and please let me know what happens as I would be delighted to hear how you progress this so that your signage and wayfaring is clear and accessible.