Processes and Systems Not Thought Through
Now visited Acre Mill for outpatients appontments twice - everything about the patient journey -from arriving on the car park to leaving after a consultation was flawed. A nice new buiding, with every system in it not in the slightest bit patient centred. It needs a patient focused walk through to address everything. Poor experiences include: car parking arrangements not clear from the outside - have to go in and out many times to sort it; paying in advance doesnt work when appointments are likely to be delayed; sign-in screen too hard to reach for anyone over 4 feet tall; too many screens to go through; having to do it all again when you arrive on the floor for your clinic(!); attitude of nursing and consultant staff not respectful (bursting into consultations and talking across patients with no apology); waiting area faces toilets and you can see straight into the urinal; inappropriate info (that should be confidential) being posted on the screens (eg: Mrs X to Artificial Eye Clinic); reception staff who don't even look at you when you arrive at the desk. There is so much wrong with this that could have been better. I am appalled at the wasted opportunities with the new building. Please, please review your whole processes, using patients to take you through their visits. And then try to address the staff culture - from top to bottom. There's lots of work to do here.