"Ward 6 has lost its spark."

As a visitor here today I felt like an inconvenience. This ward was incredibly warm and friendly the last time I came. The spark and warmth has gone. Is it really too much for the matron to be warm and welcoming? I left this ward in tears. Our family has had a very traumatic time. As visitors we do not expect to be inundated with attention, staff are busy and have important work to do, but honestly, a warm welcome and reassurance that a loved one is doing well helps alot. First time visitor information on a poster on the wall would be helpful; where can a visitor go to ask questions about a loved one? Standing outside the ward office feels dreadful, as if one is interfering with much more important work than having to deal with a visitor. When are meal times? Outside of meal times where can one get food for a loved one? A well oriented visitor is more confident and at ease and is able to give information to a loved one who is forgetful, etc.

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Response from Moseley Hall Hospital

Your experience was discussed with the Clinical Team Leader and Ward Sister as soon as it was received. They were both very disappointed to know that you felt this way, and offer their sincere apologies to you. We are developing new information for carers and relatives, as the bedside 'Welcome Pack' is often overlooked by visitors. We will ensure information about who to speak to with any concerns and where to find the on site shop and restaurant is included. Breakfast is served at about 8.00 a.m. lunch from 12.30 and the evening meal from 5.15p.m. Outside of these times patients are able to request a Snack Box at any time. The Team Leader would welcome the opportunity to talk with you about your concerns and asks for you to speak to the person in charge of the ward next time you visit or phone. If you prefer, you may wish to contact Alison Last, Associate Director of Patient Experience by phoning 0121 466 7128 or email alison.last@bhamcommunity.nhs.uk, who would be pleased to speak with you by phone or meet you in person.

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