"Direction of travel..."

About: Manchester Royal Infirmary / Rehabilitation

(as a relative),

Received an unsigned letter outlining my wifes appointment for physiotherapy.

The letter states that she is to attend the PHYSIOTHERAPY DEPARTMENT in the Platt Rehabilitation Unit One.

The letter goes on to state…

The Rehabilitation Unit is situated on the ground floor in the Burgundy zone and can be accessed from either the main visitors car park or from the hospital corridor.

The letter came with a Map. (Version17 CM11132).

All would be straightforward, if...

1.The map indicated where:

a. The 'Physiotherapy Department' was

b. Where 'Platt Rehabilitation Unit One' was

c. Where the 'Rehabilitation Unit' was

d. Where the 'Main Visitors' Car Park was

2. Hospitals only had one corridor

3. The ‘burgundy zone’ didn’t cover almost 50% off the map

On the plus side, the map is very colourful with a simple layout and easy to read key. It even shows where the key car parks, coloured zones and areas listed from A – L.

But, all the effort, time and cost it took to produce a really good map is wasted when directions upon a simple appointment letter do not relate to the sodding map!

All this leads me to think that the appointment clerk just doesn’t care about a simple detail as to ensure the map relates to the directions within the letter…and if they don’t care about simple things, then will they care about some so complicated as me?

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Response from Eve Koutidou, Patient Experience & Quality Project Officer , Patient Experience & Quality, Patient Partnership Department, Central Manchester University Hospitals NHS Foundation Trust We have made a change

Thank you for sharing your comments regarding your appointment letter and the map you recently received. We have taken on board your concerns and have taken the following actions to address the issues raised:

- We have revised the actual content and format of our physiotherapy patient appointment letter.

- We have raised your concerns regarding the lack of detail on the map with the Senior Facilities Project Manager who advises that a great deal of work has been undertaken to address both internal and external signage issues.

- The improvements to external signage on Trust premises is approximately 90% complete and will be fully completed in the near future.

- The Trust has undertaken a detailed review of internal signage with patient representatives/service users following feedback from patients, visitors and staff. The internal signage has been redesigned to ensure it is clear and user friendly. Work commences on 17th September to put up new signage which will compliment what is installed within the new hospital buildings. Our appointment letters will all be revised to link in with new signage.

- The Trust is in the process of developing new pocket guides for each Hospital, giving a more detailed overview of each floor within the coloured zones. Until the new detailed floor map is available, we will be highlighting the location of the rehabilitation units on the current map, guiding visitors to the correct location, thereby providing the required information to patients in the interim.

We hope that this will address the concerns you raised and as you say we hope that this will go some way to assure you that we do care about all of our patients and once again thank you for taking the time to feedback your comments to us.

Eve Koutidou

Patient Experience & Quality Project Officer

Central Manchester University Hospitals, NHS Foundation Trust

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