"The Ward Manager"

About: Queen's Hospital, Burton Upon Trent

On one of the orthopaedics wards - the foul tempered Ward Manager should be asked to try and be at least polite to visitors and staff. As it is she seems oblivious to how her uncalled for remarks affect visitors, staff and patients, who are all left reeling with shock - while she just walks away as if nothing had happened. She seems rarely to do Ward rounds. Ward 20 is so over heated (very hot), really too hot for people to be in - loads of visitors complain to her about the heat - her reply to them is "you get used to it". (is that why she is never in the ward?) Many have also complained about the vile stench that comes from the sluice room, it takes your breath away - how can this do patients any good ?? We feel so sorry for the nurses and other staff who have to work in such conditions, the sluice door and the door frame are broken and everyone knows they are, but no one dare do anything about it. Will the powers that be at Queens get all the above matters sorted out please. Each new batch of visitors complain, but the ward manager by passes them all with an airy wave of her hand then goes off!!

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Response from Queen's Hospital, Burton Upon Trent

I was so sorry to read your comments about Ward 20 and the Ward Manager in particular. We do welcome all feedback as it allows us to identify areas for improvement. The Ward Manager is part of the ward staffing on four out of five shifts a week. I am not aware of any complaints about this lady before, however, to enable us to fully investigate, we would encourage you to contact our Patient Advice and Liaison Service with further details. This can be done via 01283 593110 (voicemail for out of hours calls) or email: pals@burtonft.nhs.uk The Ward was designed with large bay windows providing good light and views outside. Unfortunately this causes heat to be lost on cold days and then the temperature rises considerably when the sun shines. It is a problem we are aware of but, unfortunately, it is difficult to solve. We try to respond to our patients’ needs and ensure their comfort by closing the blinds when the sun is shining and issuing extra blankets if it becomes too cold. On investigating the sluice door, I have found that the hinge is faulty, although the frame is intact. This has been reported and is in the process of being mended. I am grateful for your keen observation. I have not noticed an obvious smell from the sluice, except when offensive waste is disposed of as you would expect and then only on passing the door but we have ordered an automatic air freshener which will be put inside the door to reduce any odour. Neither I, the ward manager, or the sisters on the ward, were aware of any previous complaints of this nature, other than patients raising the issue of temperature fluctuations which we do try to address as best we can. Thank you for raising your concerns. M Brearley, Clinical Matron Surgery

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