"Other than this let down, a good experience - a..."

About: Lymington New Forest Hospital

What I liked

Professional, friendly treatment by medical staff.

What could be improved

Department signage.

A detailed plan and description of the area to actually attend on your Hospital letter - always assume the Patient has never attended the Hospital & Departments before. Look at it through our eyes.

It's a Hospital problem, clearly wasting precious Hospital & Patients time!!

Anything else?

I totally agree with the previous person who said “Misleading admission letter, no clear guidance for where to report”.

My follow up letter told me to report to ’Orthopaedic Team Clinic’ Reception A (Outpatients). This I did and found a new ‘Computerized booking in system’ & I scanned in the barcode at top of my letter. All was well as it showed me all my correct details & so on. A helpful ‘League of Friends’ Lady checked to see I had entered the required information, she then told me OK & to take a seat in the large waiting area (Ground Floor) & wait to be called. This was different from the last time as I was directed upstairs to another unsigned area where I was eventually seen by the Specialist staff.

Good – I was 10 mins early, booked into the system, the Staff & system knew I was there… However, still waiting 40 minutes later we asked a passing Nurse about the delay & she suggested going to another unsigned corridor area & wait there. Whilst here, another couple arrived & said they had just had the same experience!! I was eventually called for my consultation, but then told she had phoned my home & left a message on the answer machine because I hadn’t arrived for my appointment?! I was then finally told “the clock is ticking “ & rushed to end the consultation.

So in summary –

1/ I’d ‘booked in’ with the computer, but no one knew I had arrived for my appointment.

2/ Told to wait in the wrong unsigned area.

3/ A lack of helpful directional Orthopaedic Department signage for the area.

4/ Reviewing previous feedback’s - Department signage would seem to be a Hospital problem. Talking to other Patients it looks as though this is happening on a regular basis!

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Responses

Response from Lymington New Forest Hospital

Thank you for providing me with your feedback following your recent visit to Lymnington New Forest Hospital. I would firstly like to apologise for the confusion and delay after you had checked in for your appointment. This is certainly not the experience that we expect our patients to have when they attend the hospital for any appointment. I would be very grateful if you could contact me on 01590 663089 so that I can take some further details and look into what happened. Ideally, a patient should check in using the computer, then sit in the main waiting area until they are called in by a staff nurse to go to either a sub waiting area or to go directly in to see the consultant. Clearly, in your case this did not happen.

I will also talk to the Non clinical Services Manager in relation to the lack of signage to see what can be done to direct our patients in a more effective manner, to where they need to be.

I would again like to offer my sincere apologies for the inconvenience that you experienced on the day of your appointment, and hope that you contact me to discuss this further.

Kind regards

Ben Prior

Complaints & PALS Officer

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