The long corridor that links the main entrance of Wrenhaven General Hospital to its outpatient wing used to be where patients got lost. Many arrived at the wrong clinic, queued at the wrong desk or missed their names being called. A new patient guidance system, introduced in stages over the past six months, appears to be making a measurable difference.
According to figures shared by the hospital, the average time between a patient's booked appointment and being seen in outpatient clinics has fallen from 38 minutes to 24 minutes. The number of appointments recorded as missed because a patient could not find the right clinic has dropped by around two-thirds.
How the system works
Patients now receive a text message the day before their appointment with a clinic colour and a short code. Coloured lines on the corridor floor lead to each clinic, and check-in can be done at a self-service screen or by replying to the message on arrival. Screens in each waiting area show how many people are ahead, without displaying names. If a clinic is running late, patients receive a second message with an updated estimate, so they can wait in the café rather than on a corridor chair.
Average outpatient waits fell from 38 to 24 minutes.
Missed appointments linked to wayfinding fell by about two-thirds.
Staffed help desks remain available for anyone who prefers them.
Dr Lena Haugland, the hospital's clinical lead for outpatient services, said the benefit went beyond the clock. "When patients arrive calm and on time, clinics run more smoothly for everyone, including the staff," she said. She cautioned that the figures cover a limited period and that seasonal pressures could affect them.
Nobody should start a hospital appointment already stressed because they could not find the door.
Patient groups have broadly welcomed the changes but asked the hospital not to rely solely on phones and screens. Gwen Lockhart, who chairs a local patient forum, said older patients and people with sight loss needed the volunteer guides at the entrance to stay. The hospital confirmed that volunteers and staffed desks would remain, and that large-print maps are available at reception.
Anyone unsure about their appointment details is advised to contact the clinic number on their letter rather than travelling early to check in person.