"Staff are caring, cleaniliness lets it down"

About: Queen's Medical Centre

My mother was recently on ward C53 where many of the staff were very caring and helpful.

Myself and my father agree that the cleanliness of the ward wasn't up to scratch.

We took wet wipes in ourselves daily to clean the table as this was dirty on a daily basis.

The floor under mums bed was black with dirt.

We most certainly didn't feel this was a clean place to help patients get better.

The visitor chairs were also dirty under where you pick them up to carry them.

Many occasions we came in to find one of mums dirty pads left on the chair next to her and one occasion there was a used pad in with her washing for us to take home.

On the bay we were located on we felt there wasn't a lot of nurse presence apart from when they came around to do the obs.

Obviously we understand there cannot be someone present on a bay all the time however it did seem like many hours at a time where we wouldn't see anyone.

We first started our visit at the A&E department arriving at 7.15pm where my 73 year old mum was left on a trolley in the middle of the reception until 3am when I asked for her to be moved into a cubicle as she was in much need of rest.

In all the time we were there both myself and my father (69 years old) had to stand by her bedside.

The hospital restaurant is also closed at weekends so you only have the option of a sandwich or toasted sandwich at the café located at the main entrance.

There is a problem with parking as you have to be lucky to find a space!

The general condition of the hospital we feel is now a 'little run down' due to its age but luckily most of the staff are happy to talk to you if you have any questions or if you need directions in the corridors (these are very well signposted)

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Responses

Response from Queen's Medical Centre

Hi Kelly-Marie.

Your detailed feedback is greatly appreciated. I am very concerned to read your comments about poor standards of cleanliness on the ward. I am responsible for monitoring all standards on the ward. Your comments do not reflect our audits results and wider patient feedback received. I will, however, in light of your helpful feedback pay even closer attention to ensure improvements are made where required. I would be pleased to speak to you about your concerns about cleaning and visibility of nurses on the ward. If you wish to do so you can contact me on 0115 924 9924 ext 69053 or by email lorraine.anderson@nuh.nhs.uk.

I am sorry that your mother was cared for on a trolley in our Emergency Department until a bed became available in our hospital. We appreciate this is not good for patient experience or privacy and dignity of our patients, but it does mean our clinical team can more closely observe patients when the department is busy (especially to ensure the safety of patients who, for instance, are at risk of falls etc.).

We appreciate parking at QMC in particular is tight. We are making a series of improvements to reduce congestion on the site. This includes a full review of staff car parking permits and promoting the use of the tram and public transport to get to the hospital.

We take on board your feedback about the poor availability of hot food for visitors over the weekend. We have shared your suggestion with relevant colleagues so that they can consider when making future improvements to catering at our hospitals.

Kind regards,

Lorraine Anderson

Ward Manager, C53

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