"Out patient clinic a stressful experience."

About: Pinderfields General Hospital

What I liked

I have been seeing my Consultant for over 7 years and I am very satisfied with the way I have been treated by them and have recommended them to all who need orthopaedic treatment.

What could be improved

I know that the hospital parking isn't finished yet, but it's terrible trying to get a parking space when you are visiting an out patient clinic at the moment, I dread my appointments.

I have to say the Admin staff are terrible. I work in an NHS environment and if I thought I acted like they did to myself and my husband when we last attended I would quit !!. We didnt know that the self check in had been instigated and I asked one of the people who were dressed in the yellow tops where the Orthopaedic clinic was and they pointed me in the right direction. Didnt ask if I had self checked in. When I arrived at the clinic they were very rude and said I should go back down and check in and sit and wait until my name came up on the screen. We did this and went and sat in the cafe and had a drink, the whole time we could see the screen where the names came up to go down to clinic. After an hour my name hadnt come up and I went to ask the Receptionist who tried to tell us that they had been calling my name - most definitely they hadnt and that my name had come up on the board. I told them that we had been just sat over there in the cafe and it hadnt come up on the screen we were watching - No they said that screen's doesnt work properly - what good is that when it points directly into the cafe !!!

When we did go down to the clinic because according to them I was no where to be found I eventually got seen well after 6 o'clock, when actually we had been there on time and there check in screens were broken. I needed x-rays and luckily they would still see me to do that but the pre-op assessment clinic was closed and I had to come back for that. Again stressed out trying to get a parking space and not be late.

Anything else?

Admin staff were very rude.

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Responses

Response from Pinderfields General Hospital

There is no excuse for rudeness and we apologise for the poor experience described. New car parks have been created at Pinderfields are being opened on a phased basis. There is more patient/visitor parking than ever before and has been provided as near to the hospital as possible, whilst staff car parks have been placed on the site extremities.

Having said that, in common with every other hospital site in the country, demand will outstrip supply, and for that reason we are working with local public transport companies with a view to securing improved services. We also provide a free patient/visitor shuttle bus service which runs between the Trust's three hospital sites.

With regard to patient check in arrangements, the guides in yellow tabards are volunteers and their role is to help signpost patients. The public do not have to use the self check in system; there are desks manned by appointments staff on the left hand side of the entrance atrium.

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