"Could scarcely have been worse. Hopefully the..."

About: Queen Elizabeth The Queen Mother Hospital

What I liked

I visited as advanced preparation for a pre-assessment visit, just so that we would know where to go on the day. Coming from Folkestone, and with no prior knowledge of the area we followed the road signs to the QEQM hospital and entered the site at the indicated position. I needed to find Birchington ward. That was not mentioned on the site map outside the main reception area so I went to reception and asked for guidance.

I was told that I had come in by the wrong gate and would find it difficult to reach Birchington ward from that point.. I asked for directions and was given a plan which initially was of no use at all. There were multiple crossings out. Birchingtom ward was not ioncluded uintil the receptionist wrote it on, and the roads names meant absolutely nothing to a atranger to the area. The receptionist then scribbled some rough directions on the map and told me to leave the site , head for the next set of traffic lights (No clue as to which way we shpoulod turn on leaving the grounds) find a mini roundabout then head for the maternity department.

All very well maybe when you know the area but really very close to useless for us. Eventually we did find another entrance and located the maternity department from where I weas directed toward Birchington ward.

May I make the followinh suggestions.

1. An accurate, up to date and completely labelled map of the area and the hospital should be prepared.

2.. When first appointments are being sent to patients who live outside Margate, a copy of instructions for reaching the relevant area of the hospital relating their appointment, and to the map of the area , should be included automatically with the appointment details.

To say that we were less than impressed is something of an understatement. Thank goodness we made the effort to come today otherwise I could so easily have missed my appointment looking for the right place to go on the day.

What could be improved

Please see above which has appeared in the wrong box. I am no expert on the IT front!

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Response from Queen Elizabeth The Queen Mother Hospital

Thank you for taking the time to provide us with feedback. I'm sorry that the maps you were given were not sufficient or accurate. I will pass on your comments so that the information leaflets and maps we are giving to patients and visitors can be revised and are more user friendly.

If I can help in any other way please contact the Patient Experience Team on 01227 783145 or via email at PatientExperience@ekht.nhs.uk

Patient Experience Manager