"Out patients environment chaotic and stressfull"

About: Frimley Park Hospital (Frimley)

Just to comment on my initial impressions of the gyny/ maternity reception. I am a gyny patient. I just wanted to feedback on the gyny outpatients waiting area and the feel of it, in 4 words chaotic, noisy, confusing visually, messy.

I walked in and thought that the whole area was chaotic and in disarray. The reception area was split into 2 for some reason I didn't know where to walk up to , had to guess.

I was asked to give a urine sample. I could not see where the toilets were and had to ask . I noted that the sign for the toilets is hidden from the reception area.

I looked for a water machine and could not see one.

The most prominent item in the waiting area seemed to be something I might have to pay for but didn't understand ...? Scan ? Then I noticed a tumble dryer outlet mechanism leading up to a hole in the ceiling.

Then I saw a bewildering and very messy array of notices all different fonts , colours, all around the room. What a terrible mess,

Then I saw a dingy looking hospital privacy room divider, behind which a member of flu staff was sitting. They stuck up a notice which was much too small to read.

Then I heard receptions reassuring each other that they should not panic because it was so busy.

I asked where was the toilet, then once on my way I saw the signs hidden round a corner.

There were TVs and children in the noise mix. This would be expected.

There was a toy horse which made a very annoying banging noise when used by toddlers, guaranteed to produce a headache.

I noticed various staff members came and shouted for people.

When it came to my turn the nurse told me they had shouted for me and I didn't respond. I had been sitting there all the time, near the automatic check in machine, but I had not heard them. It was annoying because I was ready running late. I do not have hearing issues, it is your call system not working and causing you delays.

The decor was scratched and damaged eg scratches on the walls where cupboards had been removed maybe.

I thought 2 things:

1- is this the sort of environment we need for e expectant mums who we want to be calmed , welcomed and reassured ...No I think it would cause stress.

2- this is my test. Of my own home ...if the Queen arrived on a visit would I want her to have this as her first impression ...No

I do understand that money and resources are extremely tight. So what o thought is, could you make this feedback into the next facilities review of the area so that improvements could be made.

Also could you consider the way you call people for their meeting with the nurse/ consultant since it does not work.

The care I received and the politeness of all the staff was a very high standard indeed. I just felt disappointed with the environment.

Thanks for allowing me to make feedback, it is appreciated.

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Responses

Response from Frimley Park Hospital

Thank you for taking the time to leave your feedback.

I'm pleased to read that the care you received and the politeness of the staff were of a high standard.

I am sorry that your experience of the environment was not so good.

We are reviewing the way in which we provide gynaecology services and are looking to make some changesin the future but this is still in the planning phase.

I will ensure that your feedback is included in the review by the Associate Director, Deputy Head of Midwifery and Matron.

I will also ask them to review if there is anything else that can be done now to create a calmer environment and to ensure that patients hear when they are called.

Thank you again for raising your concerns

Kind Regards

Claire Marshall

Head of Patient Experience

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