"Hillingdon Hospital"

About: Hillingdon Hospital

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Poorly signposted hospital where everyone seems to assume you have been there before and already know where you need to go! It also has a really crazy parking system for disabled people as the signs completely fail to indicate what in fact you actually need to do in order to be able to use the free disabled parking option, assuming that there are any spaces to park in anyway as all the car parks are usually very busy! In fact you are supposed to display the disabled badge clock in your vehicle, take the parking ticket out of the machine at the barrier and then take this with your disabled parking photo ID badge to the main reception desk, or if this is closed the security office to get it validated before you leave the hospital building. The gynae clinic is poor to average and unfortunately the staff although trying to be helpful in some ways do not seem particularly competant and when I asked to see my medical records I was told that I had no right to see them which is clearly not the case at all!

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Responses

Response from Hillingdon Hospital

Thank you for taking the time to provide this feedback. Signposting across the site has been identified through our recent Patient Led Assessment of the Care Environment (PLACE) survey work as an area where we need to make improvements. We are planning to address signage issues coming onto the site and around the buildings to improve access. We will also be improving the signage for disabled car park users to explain more clearly about the processes in place and why we need to have them; and explaining more about this on our website. We want to make the process as straightforward as possible and will outline, step by step, how to get the ticket validated. The car parks accessed by barriers where you collect a ticket on entry requires that you have to pay to get the ticket validated to be able to exit through the barriers. Disabled car park users can park for free so we have to have a way of checking that the person wanting the ticket validated is genuinely entitled to free parking. Once the ticket is validated the user is then able to exit the car park without paying. The main reception desk is open until 4pm which is why we then have to ask users to go to the 24 hour Security Office to have their ticket validated after 4pm. I apologise for the lack of satisfaction that you felt following your appointment with our gynaecology clinic. We are sorry that you feel our staff are not particularly competent; please let me assure you that they do attend training to undertake the role. We have some new staff members working in the Clinic who are still learning elements of the complex running of clinics. In response to your request to see your medical records, the Nurse was partially correct. You are not able to read your notes in clinic, but you are able to request a copy of your medical records by making a written request to the Medico Legal. The maximum charge for this service is £50 per set. I shall pass your comments to the Sister of the department who can reiterate your comments to staff and aim to improve the service that we provide.

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