"Clearer communication"

About: Bridgwater Community Hospital

(as a service user),

For my first appointment for podiatry treatment at the Bridgwater hospital I arrived exactly on time, selected one of the two reception desks and waited to be seen. There were a few people in the queue, someone ahead of me, it transpired, was not only at the wrong hospital it was the wrong date for their appointment. It took a while for the receptionist to deal with this confused person. When it came to my turn she told me I was at the wrong desk.

I duly went to the other desk, gave the receptionist my details and was told to take a seat. An hour or so later a nurse called me, I was told that because I was more than 10 minutes late for my appointment I had been marked as a 'non attendee' and effectively discharged. I explained what had happened  on my arrival, I had in fact arrived on time.

However, she  insisted she would be able to see to my feet that day.  Almost by chance I received a call from the podiatry service today for a new appointment. However, I do wonder if it could be made clearer which reception desk is for which service, for first time attendees like myself this would be useful. Also, no attempt was made to check if I had arrived and was in fact waiting (in the wrong queue), if my name had been called out for example I might not have been discharged so hastily.

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Response from Lucy Nicholls, Patient and Public Involvement Manager, Somerset Partnership NHS Foundation Trust We are preparing to make a change

picture of Lucy Nicholls

Hello corvushf57 -

Thank you for your feedback. I agree that these desks are very confusing. I will have a look at the hospital tomorrow to see if there is a way that we can make this more clear for patients.

I'm sorry this made you late for your appointment and you were made to feel at fault here when you clearly were not. Thank you for taking the time to leave this feedback; I will see what we can do to improve signage at the hospital.

Many thanks, LUCY

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