"Disabled and disappointed"

I am so sorry that you have been made to feel embarrassed because we could not accommodate you in our very small meeting room. We are aware of it every day and we are trying really hard to move our office to a place where we will have a more accessible room that enables people using wheelchairs to move in and out with ease. We have made this issue known to the Estates team who plan for teams in the hospital to move to different areas. At the moment we are waiting for a suitable area to become vacant and when that happens we will move at the earliest opportunity. In the meantime we are very grateful to our Chaplaincy Team, who are based right next door, who allow us to use one of their rooms or the Chapel to see people in wheelchairs. I hope that when you visited that you were able to be seen in a private quiet area. Once again I am extremely sorry that you were so inconvenienced.

Dear Sir/Madam

I work in the Patient and Family Experience Team and just wanted to update you with regard to the change we had planned in response to your story.

I am pleased to advise that our team has now moved to a more central location in the hospital, meaning that the complaints team can be easily found (we are based on the 1st floor of Trelawney Wing, just down from the shop).

This also means that we have a more fit-for-purpose meeting room where the team can privately meet patients, families or carers wanting to raise concerns or make a complaint. This room is much larger than the one you experienced, and can comfortably accommodate wheelchairs. We have also been researching how to make the space as friendly, welcoming and relaxing as possible, and are really proud that this is something we can now offer our patients.

Thank you once again for giving us your feedback and I am so sorry that your experience was such a poor one. Hopefully if you need to use our services again, this will not be the case.

With kind regards

Jenny