"Concerns about catering at Nottingham City Hospital"

About: City Hospital campus / Clinical haematology

(as the patient),

I recently had a long stay in Toghill ward (clinical haematology) of Nottingham City Hospital.

On the positive side the nursing staff were wonderful and caring, a tribute to the NHS in difficult times.

On the negative side the catering which has recently been outsourced to Carillion was terrible. Staff who couldn't remember orders, delivering the wrong food and even forgetting simple orders like tea or coffee between the bed and trolley. Unavailability of simple foods such as brown bread or soup. Unwillingness to serve soup in a mug and then tutting when I insisted. Supplying outdated food e. g. fruit bag or providing dirty cutlery both of which are dangerous in a ward with people who are immune compromised.

I and a fellow patient have already given feedback to one of the local managers as it needs major improvement.

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Response from Nottingham University Hospitals NHS Trust We have made a change

Thank you for taking the time to share your feedback with us. I am sorry to hear that the food and indeed some staff attitudes were not what they should have been during your stay with us.

I have spoken to Carillion, who provide our Catering Services, and they would also like to extend their apologies. They have taken your feedback on board and have assigned two Food Service Assistants to the work in order to bring improvements, in response to patient feedback.

Catering Services have confirmed that all Food Service Assistants undertake a Food Safety Assessment prior to employment and once employed they are required to undertake Food Safety Training. However, in light of your concerns, we will request that the Food Service Assistants on this ward undergo refresher/competency training.

Your comments about the superb nursing staff are noted and have been shared with the team. Thank you.

Kind regards,

Paula Charlton

Soft Facilities Management Performance and Quality Assurance Compliance Officer

Update posted by silversurfer (the patient)

thank you for your reply Paula, it is essential that the food service assistants are trained properly with refreshers on food safety.

What are you/Carillion going to do about food service competence and attitude?

Response from Nottingham University Hospitals NHS Trust

Thank you for your continued correspondence. We have had further discussion with Carillion about the concerns you have raised, which they are continuing to investigate. They have advised us that to ensure such instances mentioned do not re-occur a review of staffing stability and standards on Toghill ward will be carried out, and refresher training will be undertaken, and all staff will be reminded of all the standards and working practises we must all adhere to at all times.

Update posted by silversurfer (the patient)

I am pleased to read that these actions will be taken to improve the food service to patients.