"Orthopaedic outpatients fracture clinic"

About: Southmead Hospital

Really abysmal service. NOT the Staffs fault. The building is ill designed for purpose. Signing in is unreliable. Far too much waiting. I had a 14:20 appointment was eventually seen at 16:30. Patient handling is like being at an airport. Confusing layout. Far too much WALKING from one waiting area to another. Walking for orthopaedic patients! For ONE appointment to check up on a femur fracture, I had to wait at FOUR different waiting areas. 1) Gate 12, yes 'GATE 12' 2)Xray dept 3)Gate 18 4)Fracture clinic. The waiting areas are small and confined. The toilets are cramped. This is in stark contrast to the entrance lobby which no doubt was what was shown to the people who commissioned this building. The layout of the departments is confusing and requires WALKING unreasonable distances. Woefully inadequate parking means parking on local residential streets and at an unreasonable distance. ESPECIALLY for orthopaedic patients.

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Responses

Response from Southmead Hospital

Dear Anonymous. Apologies in the delay for responding to your comments. Your views are important to us and echo comments raised by other patients. I am sorry to hear that you had such a long wait for your appointment; this is not acceptable and your experience will be shared with the relevant teams so that we can improve our systems to serve you better. The building design was in fact intended to imitate an airport so that patients and visitors would be familiar with the style of the layout and signage. However, we appreciate that the distance you were required to travel was not satisfactory and I apologise that you were not offered assistance for some or all of these journeys. We are looking into making travel between the gates easier for patients. The new hospital has more toilet facilities than were previously available. However, I have shared your comments about the cramped waiting areas and toilet facilities with staff in our Estates department. It is regrettable that on this occasion you were unable to park on site. When you next visit Southmead Hospital and are unable to find a space please ring our parking team who will try and assist; their number is 0117 323 5023. Our parking officers carry out regular patrols and can contact other patrols on site to enquire where vacant spaces are located and then immediately direct you. Kind Regards – Steve Sykes Advice and Complaints Team

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