Huddersfield Royal Infirmary (HRI)

Both the service and the people have made an unpleasant procedure reassuring and relaxed.

From the beginning I have been treated brilliantly and the nurses are fantastic. It has made my experience so much better.

Parking is atrocious - when you come in twice a day you get no concessions. It has cost me a lot of money and I'm annoyed about it. One department doesn't talk to the other but I have no qualms about the service.

Very frustrating. Lack of signage of where you should go, I signed in at the machine at Reception, it told me to go right, went right and it was only because I happened to look at the screen as walking through and saw my name which said to go to the first floor, if i hadnt of been looking in that direction I would have been sat in the waiting room for ages. I went up to the first floor and had to sign in again on that floor, presuming this is because that many people get lost from the ground to the 1st, however there was no sign telling you to sign in again, maybe utilise one of the big screens to tell people. On the subject of the big screens, I am not happy that your name appears on this and then tells you which consulting room or department you have come to see on this, what happened to patient confidentiality? My consultant was very good and came out to collect me anyway, instead of leaving me to find the right room and go in myself, much better personal touch. I think staff on both floors had got fed up of directing people.

I have to say I am disappointed with the new building and layout and feel that better use could have been made with the space. Nice to see it clean though.

initial assessment carried out efficiently and prompt referral
to cardiology

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.

Volume of patients for plaster casts- difficulty in finding turn. Recommend ticket system

Appointment times- I'm anxious that I must not be late for appointments but then may have to wait about 1 hour.
I got a letter in June 2015 for a womb examination which was received after a hysterectomy. Dr apologised by phone and letter but had not read case notes.

Visited the eye clinic at HRI. There is a lack of person centred care. I saw some people waiting to see a consultant who had been there for over two hours. Someone then came along and told them in front of everyone that "the consultant had double booked, he's working in theatre now". I think this was unfair to be said in public, they should have called the people who needed that consultant and told them in a separate area. This could have been very distressing for patients who were already waiting and anxious.

I went to the hospital for my foot. They were good.