"excellent care on the Acute Medical Ward"

About: St Richard's Hospital

I am very appreciative of the staff there who showed my husband and me not only compassion, but also genuine regard and respect for who we are as people facing challenging care issues and difficult decisions. While I was on the ward, I overheard staff discussing a disappointing encounter with a Care Quality Commission inspection team that had taken place shortly before our arrival. The feedback from the CQC pertained to dress code – wrong color shoes, a forgotten necklace that was visible – with no recognition of the quality of care the staff delivers day in and day out. As a former management consultant, I can understand that rules like dress codes help keep a kind of order that is useful across a large organization, and it is important to have ways to measure performance. However, I can’t say that how these fine people were dressed ever entered my consciousness as they supported my husband and me through his illness. And I hate to think that their good work is encumbered by negative feedback that has no relevance to quality of care. Many others came to help as needed, and I appreciate them all. While offering me reassurance, they got my husband well enough to come home. I am very grateful.

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Responses

Response from St Richard's Hospital

Thank you very much for this feedback and for your appreciation of the hard work of the staff involved.

It is always a boost to morale when patients acknowledge staff in this way.

We are sorry that the conversation you overheard was a bit disconcerting.

Our CQC inspection is actually due later on this year.

Your comments therefore serve as a reminder to us to be mindful of staff conversations that might be overheard and possibly misconstrued. Thank you once again for your lovely comments about the staff.

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