Hospital Outpatient Report, Leeds
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The focus for the outpatient project was to look at the quality of information and communication patients receive before and during their appointment, waiting time concerns and physical access including parking.
During November 2016, 4 visits to outpatient 7 & 8 at St James Hospital took place. Views and experiences were gathered using a questionnaire in two parts, from patients, carers and/or relatives in the waiting areas.
Recommendations; Patients should be informed in their appointment letter where to go to at the reception area of Chancellor Wing, all appointment letters should include details and location of the self-check in machines, the trust should work with the provider of the text reminder service to find a way to indicate which clinic or service each text reminder relates to. RBS team to look at ways to improve communication with clinic reception staff with regards to text cancellation, the trust should work with the provider of the self-check in machine to resolve the issue of directing people to the wrong clinic area.
Environment; review internal signage with a view to making it easier for patients to navigate. Change waiting areas from numerical to alphabetical, review the number of blue badge spaces as it appears to be inadequate.