"if you are lucky and are in wards ..."

About: Edith Cavell Hospital

(as a relative),

What I liked

if you are lucky and are in wards 8 or 11 everything is very good. The staff are kind and helpful, the phone is answered quickly and the comfort of the patients is considered important. For instance if awake early a cup of tea is offered, messages are passed on and buzzers are answered promptly.

What could be improved

If you are unlucky you will be in ward 10. It can take an hour for the phone to be answered, messages are not passed on, first cup to tea can be anytime between 9.30 and 10.30. Nursing staff rarely talk to visitors. Drug rounds are hit or miss both with the pills and timings. The excuse is always 'we are very busy' as if the wards 8 and 11 aren't.

Anything else?

I know if I was ever in hospital I would take a note pad to write down what did or did not happen to me as it is very difficult to make a complaint without specific times, dates and names.

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Response from Edith Cavell Hospital

The Trust takes the experiences of patients and visitors to our hospitals very seriously and we aim to provide a safe, caring and effective service. However, we do recognise there are occasions when an experience may not have met the expectations of our patients or visitors and we are keen to understand how we cam make things better.

To help us continually improve our services for current and future patients and visitors we need feedback and are happy to look into any matter where a patient or visitor is disappointed with the service they received.

This feedback has been forwarded to the relevant department to look into in further detail. Please contact our Patient Advice and Liaison Service (PALS) on 01733 875847 or email pals@pbh-tr.nhs.uk who will provide help and advice regarding any issue.

Thank you for visiting NHS Choices.

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