"Saturday appointment - not one assistance desk..."

About: Blackpool Victoria Hospital

Saturday outpatient clinic appointment. Not one hospital reception desk staffed, none of the information desks or patient assistance points. No-one knew anything or could be of any help, hospital staff passing thro advised no reception staff used by the hospital - just volunteers and seemed none of them had chosen to come in that day. A hospital that rotates clinics around for it's own efficiency and convenience needs to have someone to advise where the clinic is that day or at least a poster. No I didn't get the letter I was supposed to have been sent and no the clinic wasn't mentioned on the sitemaps. The staff at Costa were more help than anyone employed by the hospital. Unbelievable with an annual budget of 200million Noted department below as "Don't know", it was neurlogy but as a visiting clinic it's not listed on the dropdown Rearranged to see a consultant at Preston instead. Professional place, reception staff and patient assistance, clearly labelled maps showing what clinic is where.

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Responses

Response from Paul Jebb, Assistant Director of Nursing (patient experience), Clinical Governance, Blackpool Teaching Hospitals NHS Foundation Trust

picture of Paul Jebb

Phil,

Thank you for taking the time to leave feedback on your recent visit to Blackpool Victoria Hospital.

I am sorry to hear that you experienced problems in finding the relevant outpatient clinic. I will be passing your comments to the Outpatient Manager for further investigation.

I will also be suggesting that we implement your idea, of the poster advising patients where to go if attending for a weekend clinic, when the reception desks aren't usually manned.

I would like to thank you for bringing this issue to my attention, all feedback we receive is greatly appreciated, as this helps us to improve the services we proivde.

Kind Regards,

Paul Jebb

Assistant Director of Nursing (Patient Experience)

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