"Administration"

About: Lymington New Forest Hospital

Each time I have visited this hospital, the staff I meet are very human and welcomming.

(The walk in blood test service is really good and efficient.)

I can't help noticing the way the hospital is run, is far from smooth or predictable.

each time I visit (once or maybe twice a year) I notice confusion over which room or area to wait in. A desk in the right department, with no information on, yet vacant.

Being informed to wait at the top of the stairs just to the right, realising, after sitting beside another person (A decoy!) that I was in the wrong area, even though another desk was nearby. Communication!

Signage!

Especially if you are want to move things around all the time.

Last week, the computer system was down again, this has happened before.

I've just written to the local paper, as it has come to my notice, in some cases, nurse's work load has doubled up and as a consequence, don't get a tea break from start to finish ! (Do you, reading this get a tea break??)

It looks as though the people providing the service in the trenches are working their socks off but being let down elsewhere.

I'll let you decide where?

Mr T Hegarty

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Responses

Response from Lymington New Forest Hospital

Dear Mr Hegarty, thank you for posting your kind compliments regarding the staff you met during your visit, in addition to the blood test service.

I would also like to thank you for letting us know about the concerns you have relating to the way the hospital is run. I can advise that there have been changes this year within the Outpatients Department, with the introduction of a new service called The Practice. This has meant that outpatient rooms are in several different areas, as opposed to one place, which has led to some confusion. I am sorry this has been the case and would like to reassure you that work is being carried out to ensure all clinics run efficiently and effectively. The communication and signage issues you mention are also being addressed and monitored by the Oeprations Manager and Outpatients Sister on an ongoing basis, to ensure patients know where to check in and where to wait for their appointment. I am sorry to learn you are also concerned that staff are not being given the opportunity to take the breaks they are entitled to. I would like to reassure you that the management team ensure all staff take their breaks, in line with Trust policy. I would like to apologise that there was an IT issue when you attended the hospital and can confirm that a support team is in place to provide urgent assistance when problems occur, nevertheless I do appreciate that this can be frustrating. I hope I have helped to address your concerns but if you would find it helpful to discuss these in more detail, please do not hesitate to contact the Customer Experience Team on 02380 874065. Kind regards, Julie White, Customer Experience Advisor

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