New (2016) signage system at Airedale General Hospital.

Roedd y cais yn llwyddiannus.

Dear Airedale NHS Foundation Trust,

Could you please provide me with answers to the following questions regarding recent changes to the signage at Airedale General Hospital, under the Freedom of Information Act:

I understand that in 2016 your Trust installed a new system of internal and external signage at Airedale General Hospital.

1. What was the financial cost to the Trust of installing the new signage? Please break this down into consultation fees, purchase and installation fees and any ongoing fees e.g. maintenance contracts.

2. Since the introduction of the new signage system has the Trust sought any feedback from hospital users regarding their opinions on usability of the new system? Please provide me with the outcome data from any surveys or audits undertaken.

3. Since its installation, has the Trust received any unsolicited feedback from hospital users regarding the usability of the new system e.g. letters/emails/telephone calls. Please provide me with the number of unsolicited feedback events broken down into the number that were in favour and the number that were critical of the new signage system. Could you also provide me with a selection of anonymised comments from hospital users, both in favour and critical of the new signage?

Many thanks.

Yours faithfully,

H Samuel

1 Atodiad

Thank you for your request for information from Airedale NHS Foundation
Trust which was received on 5^th March 2018.  Your request has been given
the Reference Number 3367. 

 

We will now proceed to process the request.  The deadline date for issuing
you with a full response is 2^nd April 2018.   We will endeavour to
respond to you in advance of this date and we will contact you if we
envisage delays or if we need more information from you.

 

Please note that under the Freedom of Information Act, some information
can be subject to exemptions, which means that the Trust does not have to
provide the information requested.  Some exemptions are “absolute” such as
personal information and some only apply where the public interest in
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We will offer assistance and advise you if, by modifying your request, we
could provide you with some non-exempt or free of charge information.

 

Please contact me, quoting the Reference Number above, with any questions
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With kind regards

 

Kevin Denham

Information Governance Manager

Airedale NHS Foundation Trust | Skipton Road | Steeton | Keighley | BD20
6TD | Location: IT Business Centre | Zone C | Department 48

FOI:  01535 294842

[1]http://www.airedale-trust.nhs.uk / Follow us on Twitter
[2]@AiredaleNHSFT

 

 

Sent on behalf of Kevin Denham by Deborah Cocker, Information Governance
Asst. (my usual working pattern is Mon-Thurs)

 

 

 

 

 

dangos adrannau a ddyfynnir

1 Atodiad

Dear Mr Samuel

 

Further to your application to access information under the Freedom of
Information Act (Our Ref. 3367) please find our response below.  

 

1.            What was the financial cost to the Trust of installing the
new signage? Please break this down into consultation fees, purchase and
installation fees and any ongoing fees e.g. maintenance contracts.

 

Consultation £7k

Signage £130k

 

2.            Since the introduction of the new signage system has the
Trust sought any feedback from hospital users regarding their opinions on
usability of the new system? Please provide me with the outcome data from
any surveys or audits undertaken.

 

Feedback has been sought through PALs, the patient information officer and
friends and family tests, this is the information provided in 3.

 

3. Since its installation, has the Trust received any unsolicited feedback
from hospital users regarding the usability of the new system e.g.
letters/emails/telephone calls. Please provide me with the number of
unsolicited feedback events broken down into the number that were in
favour and the number that were critical of the new signage system. Could
you also provide me with a selection of anonymised comments from hospital
users, both in favour and critical of the new signage?

 

Please see the feedback data below on complaints received:-

 

01/04/2016 – 30/06/2016 = 15

01/07/2016 – 30/09/2016 = 29

01/10/2016- 31/012/2016 = 18

01/01/2017 – 31/03/2017 = 7

01/04/2017 – 30/06/2017 = 8

01/07/2017 – 30/09/2017 = 5

01/10/2017 – 31/12/2017 = 0

01/01/2018 – to date         =0

 

It can be seen that the negative feedback has been significantly reduced
following the initial change, many users were familiar with the old
signage so more complaints were raised initially. Once the change had
bedded in and some small improvements had been made the number of
complaints fell dramatically, as can be seen in the data above. The
improvements made are detailed below

 

•             Additional site maps in identified key areas across AGH-
restaurant, Pathology, outside lifts ground and upper floor, diabetes
centre and children’s OPD.

•             Revamp of the D3 ‘Day Hospital’ area with additional signage
for clinics

•             Map version 8 includes ‘You are here’ and site entrance
points on the maps- not all maps include the ‘you are here’ function due
to zones A and C overlapping

•             Development of FAQ sheet for staff

•             Staff engagement event on top landing in April 2016

 

Anonymised comments

 

·         Slightly bigger signs on the doors telling you where the
treatment room are.

·         A map with the appointment letter - I had no idea where to go.

·         Better instructions on the door.

·         Zones are confusing - we need names!

 

We trust you find our response helpful.  If you feel we are not complying
with our publication scheme, you feel your request has not been properly
handled, or you are dissatisfied, you can write to Bridget Fletcher, Chief
Executive at the address below to request a review.  You also have the
right to complain to the Information Commissioner under section 50 of the
Freedom of Information Act 2000 if you are dissatisfied with the outcome
of that review.

 

Unless identified as another party's copyright, you may use and re-use the
information we have provided (not including logos or photographs), free of
charge in any format or medium, under the terms of the Open Government
Licence which can be viewed via the link below.

 [1]http://www.nationalarchives.gov.uk/doc/o...

 

We are continually working to improve our Freedom of Information service
and we will shortly send you a brief, anonymous, on line feedback form. 
We would be very grateful if you could take a few moments to complete and
submit this.

 

Yours sincerely

 

 

Kevin Denham

Information Governance Manager

Airedale NHS Foundation Trust | Skipton Road | Steeton | Keighley | BD20
6TD | Location: IT Business Centre | Zone C | Department 48

FOI:  01535 294842

[2]http://www.airedale-trust.nhs.uk / Follow us on Twitter
[3]@AiredaleNHSFT

 

 

Sent on behalf of Kevin Denham by Deborah Cocker, Information Governance
Asst. (my usual working pattern is Mon-Thurs)

 

 

 

 

 

 

 

 

 

dangos adrannau a ddyfynnir

Deborah Cocker,

2 Atodiad

 

We recently responded to your request under the Freedom of Information Act
for some information from Airedale NHS Foundation Trust. 

 

It would help us at the Trust to receive your feedback about the service
you received and to know if there is anything we can do to improve it.   

 

Please take a moment to answer just 10 brief questions by clicking on
this link:

 

[1]https://www.surveymonkey.co.uk/r/XX75QZB

 

All responses are anonymous - no-one will contact you as a result of
giving your feedback.

 

If you would like to discuss a Freedom of Information issue, or make a
further FOI request, please contact us separately at [Airedale NHS Foundation Trust request email] 

 

Thank you very much for your help.

 

Kevin Denham

Information Governance Manager

Airedale NHS Foundation Trust | Skipton Road | Steeton | Keighley | BD20
6TD | Location: IT Business Centre | Zone C | Department 48

FOI:  01535 294842

[2]http://www.airedale-trust.nhs.uk / Follow us on Twitter
[3]@AiredaleNHSFT

 

 

Sent on behalf of Kevin Denham by Deborah Cocker, Information Governance
Asst. (my usual working pattern is Mon-Thurs)

 

 

 

Deborah Cocker

IG Asst, C/o IT Business Centre, Airedale NHS Foundation Trust, KEIGHLEY
BD20 6TD

Tel. 01535 294842 (direct) Email [4][email address]

My usual working pattern is Mon-Thurs

 

References

Visible links
1. https://www.surveymonkey.co.uk/r/XX75QZB
2. http://www.airedale-trust.nhs.uk/
3. https://twitter.com/AiredaleNHSFT
4. mailto:[email address]