"Not the best of customer service"

About: Leeds General Infirmary

My mum was transferred to the LGI through St James A&E over the weekend to cardiology. The first ward she was on l19 staff were very helpful and monitored her regularly as she suffers from hypaceamia as her blood sugar levels are either high or drop low suddenly which is controlled by insulin. Yesterday they moved her further down to ward 17 and she has contacted my self on few occasions since this morning as she feels sick and states the cleaninless hygiene wise is not the best, patients are having problems and end up wetting at there bed side, which obviously after a occasion or 2 will smell quite bad due to the heat. No windows were opened and after eventually being opened by my mum the smell of urine is lingering about and is making her sick. I have spoken for her to be moved as patients should be able to feel comfortable through out there stay, having a eldery pensioner patient almost in tears which has come to the point she would just walk out and discharge herself is disgusting. I thought the customer service had improved on all wards but apparently patients will constantly get moved and not informed even if they are not settled they are told nothing can be done. It has come to the point I will be writing a formal complaint to higher management at Leeds General Infirmary, as it is disgusting that eldery patients are treated like this. If some one is so uncomfortable why would you constantly move them to different beds through out there stay in hospital you would rather be concentrate on patient satisfaction. It seems like due to the language barrier patients are not fully understood and needs not met, I myself speak English but some of the doctors talk confuses myself as they seem to forget were not in the medic professional and don't understand everthing

Story from NHS Choices

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


Response from Leeds General Infirmary

Thank you for posting your comment. We are very sorry to hear about your experience. A member of the clinical team would welcome the opportunity to discuss this with you on an individual basis. If you would like to discuss this further please contact the Trust's Patient Advice and Liaison Service (PALS) on 0113 2067168 or email patient.relations@leedsth.nhs.uk.

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

Updates, changes and questions related to this story