"shocking"

Thank you for taking the time to let us know about your experience of our hospital. We are disappointed to read your negative comments about your visit. We aim to provide the very best possible care for our patients and we are so sorry we fell short of these standards on this occasion

We are concerned by your experience of our staff. There is never an excuse for rude behaviour and we will ensure the lead nurse for this ward is made aware of your comments.

We take cleanliness very seriously and infection control is one of our main priorities as a Trust. Our most recent Patient-led Assessments of the Care Environment (PLACE) placed us above the national average for both cleanliness and condition, appearance and maintenance. We also carry out a number of audits to ensure cleanliness is maintained in all our clinical areas including weekly cleaning audits and matron rounds and so we must apologise if the ward was not as clean as we would expect.

It is difficult to comment further on your nan’s specific case without her details and reviewing her medical notes, but if you wished to contact our Patient Advice and Liaison Service (PALS) on free phone 0800 073 0510 we would happily look into the issues you have raised.