Hospital of St Cross, Rugby – Outpatients Department
Download (PDF 251.01 KB)Summary of report content
Healthwatch Warwickshire were invited by University Hospitals’ Coventry and Warwickshire to visit the Outpatients Department Hospital of St Cross, Rugby as part of their Patient Experience Week, on 12th February, 2015.
A team of four authorised representatives spoke with patients, carers and visitors about their experiences of the Hospital and also observed the physical environment of the hospital. The team found the decoration in the Outpatient Department was showing signs of wear and tear, and the toilets slightly smelly, however the waiting room was clean and functional. They observed a number of patients and visitors experiencing difficulty in locating the correct department for their appointment, however a team of volunteer were assisting them in reaching the correct location for their appointment. The questionnaire asked about appointment booking, access , parking, signage, staff attitudes, cleanliness and the quality of care amongst other things. Majority of responses were positive with comments such as cleanliness to be “Very good. Always see people going around with mops”, and “Nursing staff very caring/brilliant” also “Friendliest hospital known. Makes a difference. You are a person and not just a number”. However, some responses about parking and signage weren't that good; “More disabled spaces needed”, “Being able to pay by card would be handy”, and about appointments “Can vary – consultants sometimes come in from Coventry and get stuck in traffic. They run behind frequently”
The report also makes recommendations to the Hospital on how they can improve the service for their patients, carers and visitors:
- The Hospital of St Cross should address the concerns raised by Patients regarding the signage around the hospital.
- The Hospital should introduce a comments, complaints or concerns box in the waiting area to allow patients the opportunity to express their opinions on the service they have received. This could be supported by a “You Said, We did” board showing improvements that have been introduced as a result of patient feedback.