Care Opinion

Helpful staff, but directions and instructions lacking

Posted By John463

"Helpful staff, but directions and instructions lacking"

About: Royal Devon & Exeter Hospital (Wonford) / Ear, Nose and Throat

(as a service user),

I received a letter requesting that I attend the ENT, Area J, Level 1, Royal Devon and Exeter Hospital. Also to arrive at the above department 30 minutes prior to the appointment for an Audiogram. There were no other directions. The only other instructions were to bring a recent prescription list.

As I have near 60 miles to travel to the hospital, I set off early and arrived early.

I went to Area J. The reception in Area J was closed, so I checked in via the computer provided and went to the ENT waiting area.

After waiting more than an hour, I queried further waiting time. It appeared that I should have been waiting in a different waiting area designated CHIME.

I was therefore late for my appointment, even having arrived at least an hour and half before my due appointment.

Eventually I made it to CHIME reception very late. The staff were most helpful and the clinicians wonderful. Special mention and gold stars to both the Audiologist (if that is a title), and the Doctor who checked out my ear.

I just feel that directions in the hospital department (ENT) were poor, and instructions in the appointment letter were lacking, as CHIME was not mentioned.

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Responses

Response from Michelle Westlake, Clinical Matron (Eastern Services), Outpatients (Eastern Services), Royal Devon University Healthcare NHS Foundation Trust 6 months ago
We are preparing to make a change
Michelle Westlake
Clinical Matron (Eastern Services), Outpatients (Eastern Services),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 24/06/2024 at 14:20
Published on Care Opinion at 14:25

Good afternoon John463

Thank you for taking the time to give us this feedback.

I'm really sorry to hear that you experienced a long wait due to our poor communication which meant you were sat in the wrong waiting area, following a long journey.

Thank you for using the electronic check-in device which meant your were not directed to 'Chime' waiting area.

All Trust Outpatient letters are currently being reviewed as part of the Outpatient Transformation programme. As part of this process we are trying to ensure an appropriate amount of detail on each letter. We are looking at our reception areas and how we can improve this service Trust Wide. Coloured floor lines for directions within this template have been approved and are in progress, so will hopefully help to support communication in the future.

Once again thank you for leaving feedback.

Many thanks

Michelle Westlake

Clinical Matron

Outpatients Department

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Michelle Westlake, Clinical Matron (Eastern Services), Outpatients (Eastern Services), Royal Devon University Healthcare NHS Foundation Trust last week
We have made a change
Michelle Westlake
Clinical Matron (Eastern Services), Outpatients (Eastern Services),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 13/12/2024 at 13:51
Published on Care Opinion at 13:54

Good afternoon John463

Following on from your previous feedback I wanted to let you know we have made some changes.

We are continuing to look at letters and reception areas but I'm am pleased to inform you that the Coloured Floor Lines are now in place. I am hoping this change will support patients within J template to know which waiting area is associated with their appointment.

I hope this is helpful for future appointments.

Once again thank you for leaving feedback.

Many thanks

Michelle Westlake

Clinical Matron

Outpatients Department

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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