"All but excellent"

About: Castle Hill Hospital

Thank you very much for the excellent care and treatment I received on Ward 16 at Castle Hill on 28/29th March. I was made to feel extremely relaxed and nothing seemed to be too much trouble. I would like perhaps to single out the nurse that assigned to me, my surgeon and the Registrar who, on Saturday afternoon returned to talk to me as he'd understood I was upset in the morning. This was much appreciated and reassured both myself and my husband who was there at the time. In addition the jigsaws in the day were a great distraction before my operation. My concern was in the period before I was discharged. My husband enquired about my blood test results( which we understood would take 2 hrs.) and it was now 3 hrs. plus. He was informed by the nurse that she'd come and tell us when they arrived leaving us feeling we shouldn't ask again. At about 7.15pm the same nurse said we could go and went to get me a clip remover. Some 15 minutes later she had not returned so I went to look for her. She was sitting at the nurses' station eating a chocolate biscuit! She'd forgotten about me! I was then ready to leave on my 1 hour journey to Cleethorpes, but I'm afraid there were no instuctions given to me(verbally or on paper) about what to do if I had any problems etc. In fact there was no "goodbye" and "I hope all goes well". All I got on turnig the wrong way on departure was "the door to go out is there" Not the way I felt a patient should be treated. Yes I was extremely satisfied with the care and treatment I received and would recommend Ward 16 but felt my care at the end left a lot to be desired.

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Response from Castle Hill Hospital

Dear Mrs Sharp Thank you for placing your posting on the NHS Choices website. We are pleased to read that your care and treatment on Ward 16 helped you to feel relaxed and prepared for your procedure. It is regrettable to read that this did not continue to your leaving hospital and we will ensure that the staff concerned are made aware. The Patient Experience Department is currently working on a Customer Service project and we will use your experience, anonymously, as an example for staff to consider how important it is for patients to be treated respectfully at all times. If you would like to become more involved in decisions about local healthcare, we are recruiting members. By becoming a member you receive our quarterly newsletter, find out more about your local NHS and help us improve local services. You can also attend our ‘medicine for members’ sessions and respond to questionnaires. You don’t need any special skills or experience to become a member; you just need an interest in local health services. There is no commitment, you can get involved as much or as little as you choose. For more information please either email foundation.trust@hey.nhs.uk or telephone the Corporate Affairs office on telephone number (01482) 675165. Thank you once again for taking the time to provide us with your views on local NHS services. Kind regards, Patient Advice and Liaison Service (PALS) Hull and East Yorkshire Hospitals NHS Trust.

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