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Milton Keynes Hospital apologises that you felt the Trust did not offer the standards of service that you expected. If you wish to formally complain by writing to the Chief Executive or emailing complaints@mkhospital.nhs.uk, then our Chief Executive will respond to your complaint directly and ensure that action is taken and procedures are put in place to improve the service that we deliver.

Our Accident and Emergency service has been particularly busy over the winter period. However, recent National Survey of Emergency Departments from the Healthcare Commission showed that the performance of Milton Keynes Hospital’s Emergency Department is improving.

We continue to implement improvements, and this has involved reshaping emergency care to ensure that waiting times are reduced. We are determined to go the extra mile to deliver the care that patients want, and staff are working to ensure that the 4-hour or less waiting time target is met.

The Trust was given a satisfactory/ intermediate rating for most areas of patient experience surveyed, including: convenience of car parking, length of time spent waiting to be examined, information given about condition or treatment, privacy whilst being treated or examined, different staff telling the patient the same thing, explanations of tests delivered in a way that is understood, speed of pain relief being administered and explanation of purpose of medications.

Improvements that have been made, or are underway include:

• Providing additional communication skills training to staff to ensure that patients are always listened to, and make sure that any anxieties and fears are fully discussed with patients.

• A hospital wide improvement programme, that has speeded up the time it takes to admit or refer patients for more specialist assessment has helped to cut waiting times. NHS organisations in Milton Keynes consistently met the national A