"Go somewhere else!"

Dear Lilaccat Thank you for your post. I am grateful for you taking the time and trouble to advise of your husband’s experience at Southmead hospital. I was pleased to learn that A&E assessed your husband was in no imminent danger and he was able to be discharged, but I am sorry that he had to wait to receive the medication he needed to accompany the paperwork. The turnaround target of 4 hours for supply of medication from the pharmacy was regrettably missed, but I cannot say without more details if this was due to a delay within the pharmacy or in transporting the medication back to A&E. I am sorry that whilst you and your husband waited in the A&E you found the environment cold and I apologise if staff did not check and make sure some additional clothing, or blankets, were provided as the heater was broken in his room. The design of the new hospital building was carefully researched and I understand was based on a number of other new and successful hospital designs used across Europe, as was the gate numbering system. It is clear from other feedback received that this is not easy for everyone to follow and so the signage is being reviewed. Your comments will be fed into this process. The single room occupancy has called for adjustments to the working arrangements, but I understand that this challenge is being met and new practices are being introduced to ensure staff are able to respond quickly to patients needs including answering call bells in a timely manner. It is disappointing this was not your husband’s experience. The difficulties with parking and access you refer to have arisen due to the need to demolish the old hospital buildings before new purpose build visitor parking, which will be linked directly to the new Brunel Building for ease of access, can be completed. In the meantime, because the Trust could not afford to keep the Frenchay site operational, staff have had their parking relocated offsite and alternative, patient and visitor parking has been made available. It is fair to say this is not idea, but it was a necessity given the finite size of the site. The second phase development will also see improved roads for better access and the opening of more retail outlets which will allow visitors to enjoy a better variety of hot food. I am sorry that overall your experience was poor and that you feel unable return to use the hospital’s services should the need arise, even though the second phase of the development will deliver more patient and visitor friendly facilities. Kind regards – Steve Sykes Advice and Complaints Manager