"Good treatment & staff but a lengthy visit."

About: University College Hospital

What I liked

Clean environment, courteous staff. Mostly clear signage.

What could be improved

Ground floor toilets signage for directions from main entrance not clear. You get 1/2 way & the signs stop! Toilets closed due to cleaning but the only cleaner was working in the ladies & so couldn't use gents?

A corridor seemed to b temporarillye closed on 1st floor with screens. Only hand written signs for a diversion.

Toilets: engaged "window" on door small & partially obscured by handle. One had no toilet paper, another had cover for toilet rolls missing.

Exiting via stairs I left via the rear entrance rather than main due to lack of clear signs. [was my first visit]

Anything else?

DR was seeing multiple patients as there was several steps to assessment & treatment. So despite turning up early for appointment, about 10 minutes, it took almost 1 1/2 hours to complete. If this is usual then I think it should be pointed out on the appointment letter that it takes a long time.

It was good that there was drinking water there.

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Response from University College Hospital

Our current appointment letters inform patients that their appointment may take some time however it does not currently give any indication of likely time taken in clinic. The department agrees that our appointment letters could include more information and will be reviewinng our apppointment letters with a view to improving the information given to patients including likely duration of clinic appointments.

There has recently been relocation of departments in the hospital which has included changes to the layout of the outpatient clinics. The signage on the first floor is in the process of being updated and new signs have been ordered to improve directions. I am sorry if you found the directions to the toilets on the ground floor inadequate and about the lack of supplies in the toilets on the first floor; these comments have been passed on to the outpatients matron and Estates and Facilities department who will be ensuring that missing covers etc are fixed and signage reviewed.

Many thanks for taking the time to pass on your observations and experience, we do appreciate feedback from patients.

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