"Variable quality of care"

I think it is fair to say that the standard of care recieved at Green Lane was somewhat variable. Some staff went above and beyond the call of duty which was great! whilst others it seemed couldnt do enough to undermine the good work done by their colleagues. At times I think it would be fair to say that I and my family were shocked by the communication skills, or in some cases a severe lack of communication that was present during my time on this ward. Cleaning again was highly variable, with sometimes rather large tumble weeds found in my room under the bed. Clean bed linen was none existent in my eyes as frequently I would find brown stains on so say new sheets, and even plasters and an ECG sticker stuck to my sheets! The worst part of this place for me though is the attitute shown by some staff, who blow hot and cold from time to time, one minute making you feel worthy of their time and the next minute the complete opposite....which quite frankly is not what you need when suffer from mental health......you need a calm friendly attitude where you feel listened to and worthy of peoples time......if you want this I would avoid a lot of the staff on this ward! Appologies to those of you who have been lovely to me though, unfortunately it only takes a few thoughtless words or actions from one or two to completely undo all your good work.

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Response from Green Lane Hospital

Thank you for leaving your comment about services at Green Lane Hospital. I passed this to the Wiltshire Management team so they could review your information. It is very worrying that you report variable standards of cleanliness and this has been followed up. The wards are cleaned in line with national standards of cleanliness and schedules are signed off every day by housekeepers. Part of this sign off includes noting areas that have not been accessible and the reason - so for instance if a service user does not wish for their bedroom to be cleaned on a particular day that should be noted. Bedrooms are full cleaned every day. I am really sorry to read that you did not find that all staff communicated as you would expect. AWP have recently appointed a new matron to the site who is meeting regularly with the various teams & managers in order to look at improving the services provided on the site. This includes staff communication all of the cleanliness of the area and ensuring a consistent approach. The ward has also just completed an assessment with service user's involved in completing this with issues raised being put into practice by the matron & the teams. We would like to speak to you about your comments in detail to we can ensure that we are making changes where needed and addressing the issues that you have raised. I would be grateful if you would contact PALS on 0800 073 1778 or 01249 468266 or by email at awp.pals@nhs.net best wishes Jo Davis. PALS Manager - AWP

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