Care Opinion

Lack of map or signs

Posted By lacertabf58

"Lack of map or signs"

About: Western General Hospital / Haematology

(as a service user),

Western General Hospital- tried to look up in advance of visit where to go on the site. Only map I could find online didn’t list the Haematology Day Unit, or ward 7 (skipped from wards 6 to 8). Many of the buildings on the map weren’t labelled.  

“Oh well,” I thought, trying to be positive, “I’ll look for signs when I get there.” None to be found outside. Very unclear.  

This massively contributes to stress in advance of appointment that I’m already anxious about. 

Please get a good map, with all the options listed, it would make such a difference. 

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Responses

Response from Claire Withnell, Patient Experience Officer, Patient Experience Team, NHS Lothian 5 months ago
Claire Withnell
Patient Experience Officer, Patient Experience Team,
NHS Lothian

Submitted on 08/07/2024 at 14:33
Published on Care Opinion at 14:33

picture of Claire Withnell

Dear lacertabf58,

Thank you for feeding back to us via Care Opinion regarding signage at the Western General.

I am sorry that you found there to be a lack of signage and map directions for your appointment at the Haematology Day Unit. As you stated, this contributed to what was already an anxious and stressful time.

Please be assured I have reached out to staff at the Western General Hospital to pass on your feedback so ways of improving the signage can be explored.

Best wishes,

Claire

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Response from Alexander Crawford, Business Manager, Estates and Facilities, NHS Lothian 5 months ago
Alexander Crawford
Business Manager, Estates and Facilities,
NHS Lothian

Submitted on 09/07/2024 at 10:41
Published on Care Opinion at 10:41

Dear lacertabf58,

Thank you for your feedback regarding signage at the Western General Hospital.

To begin, we would like to apologise for the impact and additional stress the signage for the site has caused you during your visit. We always aim to ensure the experience of our patients and visitors is as positive as possible.

We would like to confirm that a robust audit of wayfinding and signage was carried out on the site in late 2023 which has produced areas for us to review and seek to implement improvement. We are currently reviewing this detail and, where possible, will seek to implement changes. It has to be noted that some of these changes may be longer-term however we will ensure your specific feedback is taken on board and improved on where possible to do so.

Best wishes,

Alexander Crawford

Business Manager | Estates & Facilities | NHS Lothian

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Response from Ana Mezzomo, Patient Experience Officer, Patient Experience Team, NHS Lothian 3 months ago
We have made a change
Ana Mezzomo
Patient Experience Officer, Patient Experience Team,
NHS Lothian

Submitted on 28/08/2024 at 15:23
Published on Care Opinion on 29/08/2024 at 08:59

Dear lacertabf58,

I would like to share with you that the Management Team at the Western General Hospital has added an updated Site Map to the NHS Lothian webpage. The map can be found on the link Western General Hospital – Going to Hospital

Thank you for sharing your feedback with us, that is greatly appreciated.

Best wishes,

Ana Mezzomo

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