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patient information on clinic location very poor

Posted By Buzz

"patient information on clinic location very poor"

About: Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus / Older people's healthcare

(as a relative),

Trying to phone in to ask about appointments time, date and place, when a card has been mislaid is difficult to get through. The exception being the HCOP rehab clinic where the phone is promptly answered and a very helpful lady sorts out queries.

My step mother has 'lost' her card or letter and I expected her to have a 2 year hip follow up and clinic. I had to make a special trip to the OPD City Hospital to sort this out. The query was dealt with quickly, in a friendly manner and efficiently.

I was given an appointment card and the receptionist said she would follow this up with a letter.

I have now checked the card!

There is NO indication of which site the clinic takes place - the card is used for all NUH sites

There is no name for the clinic for the patient to realise that this is for which consultant just a clinic code APB4C. I know this meant CHN site and Orthopaedic clinic, but there is no clue here for a patient. I work at NUH so am in the know! !

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Responses

Response from Nottingham University Hospitals NHS Trust 7 years ago
Nottingham University Hospitals NHS Trust

Submitted on 02/09/2016 at 15:46
Published on Care Opinion at 15:58

Thank you for your very helpful feedback. I completely agree that a clinic code and no information about where the appointment will be is of little help to patients. The appointment letter and card should explain where that appointment will be and it appears that in this case the card was not filled out as it should have been for your step mother. I will review with my outpatient colleagues to make sure this is not repeated in future and we may need to do some communications with our teams to remind them of the importance of ensuring the correct information is included on appointment cards so that this is as helpful as possible for our patients.

Thank you once again.

Kind regards,

Sharon Clarke

Manager, Outpatient Clinic (City Hospital)

Update posted by Buzz (a relative)

The very prompt response is encouraging. Since clinics take place on several sites at NUH, such as QMC, TC, CHN and South Corridor, it is very important for a patient to be fully informed where to go and also to know which clinic they are to go to ie the clinicians name or 'falls clinic' as an example.

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