About: Scarborough General Hospital

I am 84 years of age and recently moved to Pickering from Harrogate. I do not drive and am dependent on buses to attend appointments. Because connections are critical in getting to and from Pickering I need to know my way round the hospital to return to the hospital bus stop and do not have a lot of time to get from any outpatient department to the main entrance.

Last week I attended the hospital for the first time for an urology clinic and from the main entrance reception was sent on a long tour of the hospital having to ask several times on the way before I found Urology close to the north entrance. On emerging there, I had no idea how to get back to the main entrance and the bus stop to return to the town for a bus back to Pickering. I have tried various ways to find a map of the site layout and the floor plan of the building - which has been available for patients at Harrogate District Hospital for several years - but with no success. Now, the last straw - when I tried to telephone the hospital using the number shown on your website I am told that the number I have dialled has not been recognised - and I dialled it three times very carefully.

I shall have more appointments - one at Radiology tomorrow - and do not look forward to the experience. People attending hospital are not always feeling at their best and could do without the stress of finding their way to and from the clinic round the labyrinth of a huge badly signed hospital.

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Response from Scarborough General Hospital

Thank you for taking the time to contact us.

I am very sorry to hear of your experience at Scarborough Hospital and the difficulties you had in finding your way to and from your clinic appointment.

I am also sorry that you have been struggling to get in touch with us by telephone, please be assured that I have personally checked the phone number for Scarborough Hospital on our website and can confirm that it is correct. I am unsure why it was unrecognised when you tried to call us but can only hope that it is an issue you will no longer encounter.

When you visit us for your next appointment and you do not feel confident in finding your way please ask a member of staff to show you, they would be pleased to help.

I have sent your comment on to our Estates and Facilities department for their awareness also.

We do take your comments very seriously and would like to opportunity to look into your concerns further.

If you would like discuss this with us, please contact the Patient Advice & Liaison Service (PALS) on 01904 726262 or email us at pals@york.nhs.uk and we will be pleased to help.

Scarborough Hospital Switchboard Number - (01723) 368111

Kind regards

The PALS team

York Teaching Hospital NHS Foundation Trust

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