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Experience at outpatient dept

Posted By Serdc96

"Experience at outpatient dept"

About: Outpatients Services / 6B Medical outpatients

(as a carer),

Extreme difficulty parking for a 10.20am appointment with a patient in a wheelchair- only option eventually was parking on Grosvenor Rd partly on a bus stop (blue badge visible on dash). 

Headed for 6B not realising the first place we would see signage for 6B took us to the wards, where we wandered around at ward 6B until we found staff able to redirect us to the different 6B which was outpatients. Could these not be labelled differently as everyone else I talked to had done the same thing?

I appreciate that outpatients is in the old section of the hospital so the disabled toilet floor space is historically very small for a wheelchair user, but the low toilet and door opening inwards makes it difficult to exit and could be remedied with a taller toilet and door opening outwards. 

We also encountered difficulty with signage in the lifts as there was nothing to tell us where the main exit was and someone else was looking for the Falls Rd exit which also had no signage in the lift.

On a positive note all the staff were very professional, approachable and friendly.

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Responses

Response from Emily Fitzpatrick, Deputy Sister, RVH Outpatients Level 6B, Belfast Health and Social Care Trust last week
We are preparing to make a change
Emily Fitzpatrick
Deputy Sister, RVH Outpatients Level 6B,
Belfast Health and Social Care Trust

Submitted on 06/06/2025 at 16:58
Published on Care Opinion at 16:59

picture of Emily Fitzpatrick

Hi Serdc96

My name is Emily, I'm the Deputy Sister for RVH Outpatients 6B. Thank you for taking the time to share your story and I'm sorry you had a poor experience when attending your appointment with us. I have reached out to the front of house team to request improved signage for 6B Outpatients and better signage to distinguish outpatients building from the main hospital building where the wards are.

Thank you for highlighting the issues with the disabled toilet in 6B, it is a small space which needs much improvement. There is plans to refurbish our department this year so I will take on your feedback and escalate the need for better access for wheelchair users and those with a disability.

I'm glad you found the staff in 6B professional approachable and friendly, I will pass this on to them. Staff are always delighted to hear when they have provided a good experience.

Although care opinion is anonymous if you would like to contact me directly to discuss this further my email is emilyn.fitzpatrick@belfasttrust.hscni.net

Thanks again

Emily Fitzpatrick
Deputy Sister
RVH Outpatients 6B

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Response from Michelle O'Halloran, Belfast Health and Social Care Trust last week
Michelle O'Halloran
Belfast Health and Social Care Trust

Submitted on 09/06/2025 at 08:40
Published on Care Opinion at 08:40

Good morning Serdc96

My name is Michelle O`Halloran and I am a Support Services Manager in Patient & Client Support Services. Thank you for taking the time to tell us about your carparking experience on the Royal Victoria Hospital site and please accept my apologies for the difficulty in accessing a disabled parking space.

We do have approx. 40 disabled parking spaces within the Main Visitors Carpark with another 20 publicly accessible disabled parking spaces available throughout the site. There are plans to add to this number of disabled parking spaces later this year. In addition, patients and visitors who require support on the RVH site to get about can also avail of support, booked in advance, and free from Shopmobility which is located in the Main Foyer. Their staff can also arrange to meet at the Shopmobility unit in the main carpark. To access this service you need to register once with Shopmobility which takes about 15 minutes. For more information contact info@shopmobilitybelfast.co.uk or 07385 941991.

Best wishes

Michelle O`Halloran

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Response from Clare Forsythe, Patient and Client Experience Manager, Belfast Trust Wide, Belfast Health and Social Care Trust 4 days ago
We are preparing to make a change
Clare Forsythe
Patient and Client Experience Manager, Belfast Trust Wide,
Belfast Health and Social Care Trust

Submitted on 13/06/2025 at 08:52
Published on Care Opinion at 09:04

picture of Clare Forsythe

Good morning Serdc96

My name is Clare Forsythe,

I am the Patient and Client Experience Manager here in the Belfast Trust, and manage the Front of House reception desk at the Royal Victoria Hospital.

Thank you for taking the time to share your recent experience of the lack of signage at Royal Victoria Hospital.

I am very sorry that you found a lack of signage and that you had to wander around until you found staff able to redirect you to outpatients, this is not the type of experience I would want anyone to have.

The Deputy Sister for Outpatients 6B Emily has linked in with me and we will work together to make it easier for patients, families and carers to get to appointments without this added stress.

I am currently working on finalising site maps for the Royal Victoria Hospital and these will be available in the coming weeks at the main reception desk.

I will also advise reception staff to ask if it is outpatients or the ward that patients require directions for.

Again thank you for taking the time to share your feedback.

I hope you are keeping well and that you will see improvement in your experience on any future visits to the Royal Victoria Hospital.

Kind Regards

Clare Forsythe

Patient and Client Experience Manager

Belfast Health and Social Care Trust.

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