About: Leicester General Hospital

Firstly the staff that work in the triage are professional and polite. Unfortunately on the ward the clerk is unhelpful, ignorant and has a bad attitude towards visitors and also having witnessed that tone in which she spoke to a patient I find disgusting (she is in need of customer service training). The care that my Mother got whilst on the ward was not of a high standard she was only allowed fluids post surgery which is understandable and was accepted, asked for a hot drink never got one until a family member went and brought one informed by my Mother that the drinks trolley never came round that evening. The following day she did not get anything to eat she did ask for a yoghurt but never received one and because she had been informed that she was being discharged she did not make a fuss. The discharge itself took forever again ignorant ward clerk and staff nurses who take forever to actually acknowledge that I was waiting to take my Mother home but eventually after waiting approximately 2 hours we were able to go home. I myself work within the NHS and I pride myself on being caring and compassionate towards patients and their families. Good manners don't cost anything and some staff need to be reminded of this.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Leicester General Hospital

Dear reviewer, Thank you for taking the time to leave an honest and balanced review of Urology Services, we appreciate the positive commments you have made about the triage staff and have passed your comments on. We are incredibly sorry that this was not the case with regards to the ward clerks. We would like the opportunity to look into this further for you, to discover why your mother did not get the same level of care thoroughout her entire stay with us. If you would like us to look into this further, please email communications@uhl-tr.nhs.uk with your mother's full name, the ward she stayed on, and the dates of her stay (plus the names of the staff you mention if you know them). As soon as we have this extra detail, we will contact the senior staff on the ward directly to discuss the issues you have raised. Kind regards Commmunications Team Leicester's Hospitals

  • {{helpful}} of {{total()}} people think this response is helpful

Updates, changes and questions related to this story