"Excellent Service, once you find it!"

About: Cheltenham General Hospital

I telephoned the hospital at 1pm on a Sunday concerned that I was experiencing the first symptoms of a recurrent and potentially serious eye complaint. I was delighted to be put straight through to the opthalmic department and to be offered an immediate appointment for 2.15pm and, on arrival at the department, my treatment was prompt and efficient. Where I feel the hospital could help patients better, was in helping us find where we are going in the first place. I am a first time patient at the hospital. As it was a Sunday, the hospital was largely closed, and I do genuinely appreciate being seen despite this. I knew I needed to find Knightsbridge ward, but the external signage largely directs patients to buildings, not wards, and I didn't which building Knightsbridge ward was in. I called in at several closed receptions looking for direction but it was only by chance that I eventually bumped into someone able to direct me. As it happens, once inside the buildings, there are frequent and comprehensive building plans that showed me very clearly the building I needed and how to get there. If some of these building maps were sited in the grounds it would have saved me about 10 minutes of confused wandering. I did look for such a plan on the website in order to preplan my visit but could only find directions to the hospital. Could the same plan not be held online with a prominent link? These comments are made as a genuine suggestion for improvement only and in no way detract from my immense satisfaction with the speed and care with which I was treated.

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Response from Cheltenham General Hospital

Dear Mr Atherton, Many thanks for taking the time to get in touch with us and thank you very much for this useful feedback on our maps and website. It's good to hear that you had a positive experience of our ophthalmology services. Sorry to hear you had difficulty in finding your way to Knightsbridge Ward. Our website has a link to the Cheltenham General Hospital internal map which shows you which building Knightsbridge is in. We are planning to improve the way our maps work on our website and will review how easy it is to access them. At the moment you get to the maps by clicking on 'Maps and contact details' link which is on the home page near the top. You then select 'Hospital and travel maps' from the right-hand menu, and then finally 'Inside map of Cheltenham General Hospital'. Hopefully this explains how to access this information if you need our services in the future, but if you do have any further enquiries please do get in touch with our PALS team who will be happy to help. You can contact them on 0800 019 3282 or email pals.gloucestershirehospitals@glos.nhs.uk Best wishes The team at Gloucestershire Royal Hospital

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