"Experiences of Ashbrook Ward"

About: Lynfield Mount Hospital

I have been here 4 weeks this time. I first came into services aged 14 and have had patient admissions in 1990, 2010, 2011 and 2012. This time 2013. When I first got here, I felt victimised and not listened to. I didn’t have a fob and had to walk far to find the door, which was difficult because I have osteoporosis because of the tablets I have been on for 20 years. Staff were too busy with paperwork and protocol. I was and felt very angry. I wanted to sue them. You had to stand in the corridor for a long time – they were not listening and they would fob you off because they had work to do and were understaffed. In 2010, when I was here, I recall that staff would talk behind your back in earshot of other staff. Having a laugh; this is not professional, and I think detrimental to patient recovery and wellbeing. Not professional at all. Staff need training to learn how to be empathetic and have more sympathy for patients and listening skills. You have to repeat yourself all the time. There’s a diplomatic way of saying things. Some staff are really good, but some are really moody– it depends on the individual. They look stressed – should leave their personal problems at home and not bring to work. The first 2 weeks I would say I was treated unfairly, not I’d say treated fairly – as a person, not just a patient. In 2010 I recall shouting in the corridor because they were talking about me and not being empathetic. I remember vividly. The doctor told me to stop being aggressive and tone yourself down.

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Response from Bradford District Care Foundation Trust

Thank you for providing feedback about Ashbrook ward. I am sorry you have had a number of disappointing admissions to this ward. Your experiences are a long way from what we aim to deliver and I would therefore be really keen to talk to you in order to be able to address your concerns. I would welcome you contacting me by phoning me on 01274 494194.

In the meantime I will share this feedback with the staff on the ward and ensure that the concerns you raise are discussed. We are in the process of building a training package for staff around customer service and I will ensure the points you raise will be included within that. Thank you for bringing your concerns to my attention as feedback helps us understand what is and is not working well.

Bev Knaggs

In-Patient Services Manager