"Everybody has a complaint to give ..."

About: Lister Hospital

(as the patient),

What I liked

Everybody has a complaint to give about the NHS but few can be bothered to compliment them as quickly. I was taken in to A&E late on a Friday/Saturday morning with profuse blood loss. I was seen quickly, efiiciently and with care and was on the ward by 6. The staff were respectful, kind and efficient and I felt immediuately more relaxed. At all times during my 2 day stay I was dealt with in a manner that respected my dignity and allowwed me to be responsible for the outcome of my own condition. I was on the Gynae ward and was surrounded by geriatric cases because their ward was full. That is far from ideal but again their diginity was preserved and I don't believe any of them would fault the care they received depsite some of them having been there for many weeks. We would all prefer that there was more money in the NHS but I cannot fault the care I received in the Lister. The place could have been cleaner...but it wasn't to bad. The bathrooms were really good .

What could be improved

The fod was pretty awful. It was very traditional so most of the older ladies liked it. To be honest I ate what I liked and my family subsidised it.

Anything else?

I could not fault the staff as individuals. I felt respected and empowered which is not something you expect when edverybody constantly complains about the NHS

Story from NHS Choices

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Response from Lister Hospital

Thank you for your kind words about the care and support you received from our staff at the Lister following your recent stay. We hope that you are now well on the way to a full recovery.

With regard to issues of cleanliness and the quality of food available, we always try to encourage people - both our patients and their visitors - to raise these issues with the staff caring for them. Sometimes people will spot things that our staff may miss, but equally sometimes things are not always what they seem.

The issue of the food we provide patients is a very good example. Our catering team get very frustrated when people make comments about the food after they leave hospital. They genuinely like to come and hear what patients have to say, especially concerns, when they are still in hospital. Sometimes the cause of problems can be issues with how the food is stored and/or served. Equally they like to hear more about what patients would like to have if the options available are not to their taste.

So to anyone reading this response, please don't be shy. If you think something can be improved - be it our food, cleanliness or anything else for that matter - please raise it with the senior sister in charge of the relevant clinical area. If you don't feel comfortable doing that, then our duty matrons are there to deal with issues just like this. Then there's our patient advice liaison service (PALS) teams and, of course, a formal complaints system too.

And just in case anyone's concerned about our response to being approached, we really do welcome such feedback. Why? Because without it, we can't hope to improve our services in ways that meet patient's expectations and needs.

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