"Poor Signage and poor communication"

About: Bristol Royal Infirmary

I just visited the BRI with my elderly mother (86) yesterday who had an ERCP in the Queen's Day Unit. Whilst I appreciate that there is still building works in progress, the new signage is confusing and inadequate. Firstly we used a new lift to take us to level 4 only to emerge into an area which had locked double doors on one side and barriers on the other! Apparently we shouldn't have used those lifts but there is no information on level 2 to advise you of that. We had to go back down to level 2, walk along the corridor to use the old lifts and arrived at level 4 where there are no directions from the lift foyer to the Queen's Day Unit. A very helpful porter pointed us in the right direction and told us that the original sign had been removed! I was promised that I would receive a phone call from the Queen's Day Unit by 11.30am to inform me whether my mother would be coming home. By 1pm still no call, I couldn't get anyone to answer a phone but luckily my partner who works as a consultant at St Michael's hospital managed to pop down mid-afternoon to find out what was going on. I did finally receive a phone call at 5.30pm from a nurse who spoke v poor English and frankly didn't know or care what procedure my mother had had. The nurse told me that another nurse had already spoken to my partner, and my partner would tell me when he came home! I used to work in a very busy NHS department so I know how manic it can be but frankly I was very disappointed with the attitude of the staff. A training session in telephone communication would not go amiss.

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Responses

Response from Bristol Royal Infirmary

Thank you for taking the time to provide us with feedback about your experience. We have shared your comments about the temporary signage with our Facilities Department. We are particularly sorry to hear about the communication around your mother’s care. The ward Sister will discuss your feedback with her team, and will ensure that any telephone training needs are identified and addressed. Thank you again.

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