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Signage and Ladies Toilets

Story from nhs.uk

"Signage and Ladies Toilets"

About: Ealing Hospital

During visit to Ealing Hospital on Wednesday, 16

January 2019 I noted the following:

The Ladies Toilets near the entrance to the Out Patients Department at approx 2 pm had no toilet paper which was an unpleasant and unhygienic welcoming experience to the hospital.

If the toilets are being properly cleaned and monitored at regular intervals running out of toilet paper should not occur. Very poor.

Later in the afternoon I was sent to give blood and in a similar experience to July 2018, when I reached the relevant area there was absolutely no clear signage of where in that vast area, with all manner of partitions and side rooms, that particular service (blood testing) is being provided.

I eventually saw someone in a side room who asked me where I was looking for and when I responded for have blood checked they told me to "follow the signs".

I responded that there are no signs (!!!) (and incidentally there were no signs last July either).

This is a nonsense situation especially as in previous years when I have come to this department there used to be very clear signage so it's a complete mystery and nonsense why now it's a total guessing game trying to find this room within a vast area (with partitions etc).

Very poor.

I am unable to select the department visited in section 4 below as the selection/option isn't working properly.

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Responses

Response from Patient Relations Manager, London North West University Healthcare NHS Trust 5 years ago
London North West University Healthcare NHS Trust

Submitted on 23/01/2019 at 08:42
Published on Care Opinion at 11:26

Dear Madam

Thank you for your feedback about your recent visit to Ealing Hospital. I have shared these with our facilities team and will write again very soon with a response to your post.

Kind regards

Peter Hare

Patient Relations Manager

Response from Patient Relations Manager, London North West University Healthcare NHS Trust 5 years ago
London North West University Healthcare NHS Trust

Submitted on 24/01/2019 at 09:26
Published on Care Opinion at 11:13

Dear Madam

Thank you again for your feedback about your recent visit to Ealing Hospital.

I have shared this with our Facilities team, who were disappointed to learn that the amenities in the ladies toilets were not up to standard when you visited them in the afternoon. I am assured that the toilets in the outpatients department are fully cleaned and replenished each morning, with further cleans throughout the day. However, there may be occasions when the cleaners are redirected during the day to assist elsewhere in the hospital and from your experience it would seem that the mid-morning clean did not occur. The Facilities team will ensure that these toilets are monitored more closely however in order to avoid this happening again.

With regard to the signposting of the phlebotomy department, I am very grateful to you for letting us know the difficulties you had as a patient finding the department. As a result of your feedback, the Facilities team will conduct a review of the directional signage to the phlebotomy department and make any necessary recommendations to the Outpatient Manager about updates required.

Thank you once again for sharing your experience with us.

Kind regards

Peter Hare
Patient Relations Manager

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