"First visit to chemotherapy day unit"

About: Royal Surrey County Hospital

(as a relative),

On arrival at the desk on the Chilworth day unit it was not clear who to tell we had arrived.

We were not given any information about what to expect on the unit or what to bring with us.

No food is offered or available on the unit, so when we left at 2. 30pm, my mother in law was very hungry having had breakfast at 7am, and not been able to obtain any food.

Only two nurses for a whole room of patients who were so busy setting up infusions and monitoring patients that they don't have any time to spend with the patient and provide support to the very elderly who need help with their basic needs.

My mother in law needs help walking and going to the toilet, but the nurses were too busy to take her, so she ended up being slightly incontinent.

Would be nice if the staff could implement #hellomynameis, and a welcome for new arrivals on the day unit. None of the staff introduced themselves to us with a name.

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Responses

Response from Royal Surrey County Hospital NHS Foundation Trust

Thank you for taking the time to share your feedback with us.

We have since shared your feedback with the matron and senior sisters for Chilworth. Since your complaint they have reminded all staff to introduce themselves, as at times this can be forgotten when busy on the wards. We have also looked to improve our staffing levels on this ward, we currently have support from volunteers and are also recruiting two band 2 staff nurses to offer assistance on the ward.

We were very surprised to hear that no food was offered to you and we do apologise for this. Our food is served between 12-1pm, with light dietary options such as sandwiches and soup available. There are also three drink rounds which take place in the morning, at lunch and in the afternoon. We apologise if you missed these and our patients that arrive late are often given food outside of these times, so it is exceptionally unusual that you did not receive any.

The lead oncology nurse, Victoria Mumford has expressed her heartfelt apologies and would like to meet with you to discuss your experience further. Please do email: rsc-tr.communications@nhs.net so that we can get in touch.

Your feedback is very valuable to us and are always continuing to make improvements to deliver the best care, anywhere.

Kind regards,

Royal Surrey County Hospital

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