"Condition of waiting area"

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

Whilst waiting for a family member to be dealt with in the urgent care centre, I was extremely annoyed about the environment, the door into the clinic has an auto locking system and people are in and every couple of minutes, the lock mechanism is obviously broken and after each time just clicks loudly for approx 10 times, this may not seem a massive problem but when the area is so sterile and quiet it is hugely frustrating when your sat there for over an hour. The area seems very sterile, was very hot, rubbish was everywhere and not surprising as I couldn't see a bin. The staff although polite could do with better training in customer service and be more confident in calling out to people, on several occasions I saw them with envelopes and muttering to themselves and looking around but not having the confidence just to call out a name, this resulting in the patient just sitting and waiting and on both occasions the patients eventually had to go ask if it was ready and the staff just handed over the envelope.

A radio or television might help with the boredom.

I appreciate its always hard to estimate timings but there could be some form of electronic screen showing peoples names and approx timings, the unknown makes it feel longer.

The care itself towards the family member being dealt with was of no concern or complaint and they were very pleased with all aspects of the care received.

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Response from Queen Elizabeth I I Hospital

Thanks for getting in touch and whilst happy to hear that your family member's care was good, we were concerned about your comments on the waiting area environment in the New QEII's urgent care centre.

The new hospital is run by a company called Accuro on behalf of the landlord CHP.

The Trust runs clinical services from the building - we neither own it and nor are we responsible for its upkeep.

Your comments mainly concern the environment, which we take very seriously and will ensure are fed back to Accuro so that they can address them quickly.

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