"good treatment but could you improve signage?"

About: Balfour Hospital / Ear, Nose & Throat NHS 24

(as a parent/guardian),

Last Sunday as my son was experiencing severe pain to his ear I contacted NHS 24 and arrangements were made to have him examined by a doctor at the Balfour Hospital. On arrival at the hospital we ended up going to the wrong part as there seemed to be no signage at the hospital entrance to indicate where patients should go to see the NHS 24 doctor. We eventually found the doctor and must say that the treatment my son received was outstanding. Please consider improving direction signs at the patient entrance.

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Response from Julie Tait, Patient Experience Officer, NHS Orkney We are preparing to make a change

Dear Selkie

Firstly I would like to apologise for the delay in responding. We had a little difficulty with our registration with the Patient Opinion website but we are now up and running. Thank you for taking the time to tell us of your experience recently whilst attending the Balfour Hospital.

I am very sorry that you had difficulty in locating the NHS24 doctor on arrival. The signage within the Balfour Hospital was reviewed and updated a year or so ago and unfortunately, at that time, we could not add the sign for the Out of Hours service as it made the signage hang too low. However, following your concern, we will look at this again and investigate what can be done to improve this experience for our patients.

I am very glad to hear you found the care and treatment your son recieved to be outstanding and will pass this on to the Out of Hours service.

If I can be of any further help, please let me know.

Julie Tait

Patient Experience Officer, NHS Orkney, Garden House, New Scapa Road, Kirkwall, KW15 1BQ - julietait@nhs.net

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Response from Julie Tait, Patient Experience Officer, NHS Orkney We have made a change

Dear Selkie

I wanted to let you know that last week we placed a new sign in the Balfour Hospital to direct patients to the waiting area for attending for NHS24 appointments.

You're feedback directly led to a review of the signage and those involved agreed that we should, as you suggested, make this improvement for our patients.

A new sign was ordered and our estates department fixed it up last week. We have been slightly limited as to where we can put it due to roof height difficulties but we have made it big and bright so as to be seen by patients as they arrive in the area.

I would like to thank you again for taking the time to provide us with your feedback and for highlighting this to us.

Kind regards

Julie Tait

Patient Experience Officer

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Selkie

I am pleased to hear that the signage for the Out of Hours Service at Balfour Hospital has been improved. NHS Orkney has kindly shared this information with NHS 24 and we are pleased to note that patients attending during the Out of Hours period will find it easier to find their way to the correct area.

It is always nice to learn of improvements being made due to feedback via Patient Opinion.

With kind regads

Shona Lawrence

NHS 24 Patient Affairs Manager

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Update posted by Selkie (a parent/guardian)

Many thanks for responses to my initial observation and extremely pleased that my request to improve signage resulted in positive action.