"Superb day-care at all times. Only 1complaint..."

About: Colchester General Hospital

A very slight hiccup on arrival at Copford Ward was sorted in a very short time, and very apologetically. Room and toilet clean, temperature just right. All staff extremely polite and respectful at all times. Easy to talk to and ask questions. Theatre staff very pleasant and calming, even had a laugh with the consultant, whose birthday it was! Recovery area also pleasant and staff 1 to 1, explaining everything. Transfers between staff friendly and efficient, care excellent, sufficient food and drink. Misunderstanding over what drugs I already had at home caused a delay on discharge because they needed to be supplied from the pharmacy. This is my only complaint relating to there apparently being only one "pharmacy delivery person" for all wards. The drugs were requested at 15:13 but did not arrive at the ward until after 18:00. I believe that this is unacceptable, and surely there should be a more efficient system? However, the ward staff were excellent in handling this situation, moving me to the adjacent ward area (Great Tey) as Copford was then empty. I was offered a sandwich, biscuits, coffee and water, and even an evening meal, though I refused that as I was sure I was going home! I was checked on regularly, and kept up to date by very pleasant and caring staff, including the catering staff. They arranged the physio visit whilst there. Discharge was clear and efficient, and again by lovely staff.

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Responses

Response from Colchester General Hospital

I apologise you’ve not had a good patient experience. We try really hard to improve our services based on the comments we receive from our patients, their relatives or carers. We would like the opportunity to discuss your experiences more fully and to apologise in person. If you are willing I would appreciate it if I could ask the matron to contact you. Could you email me, using the reference “Comment on Orthopaedics at 15/04/2015 19:44:06”, please? Many thanks Paul Searle, Head of Communications Colchester Hospital University NHS Foundation Trust info@colchesterhospital.nhs.uk

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