"Poor toilet conditions and costly hospital stay"

About: Monklands District General Hospital

(as a friend),

Couple of things very unhappy with. The toilets near the main entrance across from the wrvs coffee shop is in a very poor condition. The mens in particular always smells but so does the disabled toilet - they looks dirty and unhygienic.  I need to be clear this is not about a poor cleaning schedule but more about the poor conditions of the décor and plumbing. I think this has continually got worse over recent years to the point I only go to the toilets when I REALLY need to. I feel this is unacceptable within a clinical hospital environment leading to potential increases risks to visitors and patients.

In addition remain extremely unhappy about the cost for the use of televisions and internet access within the wards. While some charge would be understandable the actually costs for using these facilities is very expensive. For many a visit to hospital can be a worrying and distressing time and the use of these facilities can help a patient relax and pass the time, as such this is actually taking advantage of peoples vulnerabilities. I have to acknowledge it is great for patients to get free local calls and also recognise this service is not provided by the NHS.

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Responses

Response from Andrea Fyfe, Director of Hospital Services, Monklands Hospital, NHS Lanarkshire

picture of Andrea Fyfe

Dear stueypot

Thank you for your feedback and comments regarding the toilet facilities and entertainment system at Monklands Hospital.

I am sorry you find the toilets to be in such poor condition. The toilets are checked regularly by the cleaning staff, however they are heavily used by the public due to their location and this means there will be periods in between these checks that cause some of the issues you describe.

I will ask the Cleaning Manager to review the situation and I will also ask the Maintenance Manager to review the state of decor to see how this can be improved.

The entertainment system is provided by a external company as you have acknowledged and the charge rate is set by this provider. I understand that this is an added concern at a time when patients do not feel at their best. At the moment this is not a rate that can be changed. However, the system is the subject of review and I will ensure your comments are acknowledged as a concern.

With kind regards

Andrea

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Update posted by stueypot (a friend)

Hi Andrea

Thanks for responding but feel very unhappy that part of the problem is being passed onto cleaning staff. As you will have read I was explicit that this is not a cleaning issue, the cleaning schedule etc is evident and the cleaning team should not be to blame for what is a much deeper issue. it is evident cleaning staff can do their best but when the actual fabrics of the toilets require to be replaced they are fighting a losing battle.

In respect of second issue, I fully understand the entertainment system is offered by an external company but is provided on NHS Lanarkshire property and to patients under the NHS. I think this approach clearly discriminates and is unfair by only allowing those who have sufficient funds to access what is an important part of recovery. What about those with no families/ friends visiting to arrange for money and what about the many in our communities who cannot afford such an expense. This is further compounded by the hospital being in an area of high deprivation in Scotland.

I appreciate you taking the time to respond but find both solutions unacceptable.

Response from Andrea Fyfe, Director of Hospital Services, Monklands Hospital, NHS Lanarkshire

picture of Andrea Fyfe

Dear stueypot

I am sorry you find the response I have given unacceptable. We use all the feedback we receive to help us deliver services within Monklands Hospital. This also helps us improve our standards and address public expectations. It is the case that the cleaning schedule will be reviewed to avoid any smells that potentially build up within toilet areas. The toilet area was upgraded 9 months ago however the Maintenance Manager has reviewed your feedback and will review further upgrade requirements.

The external provider for the entertainment system continues until 2019 at which time it will be reviewed. Feedback such as yours will off course be used to determine how we provide entertainment to our patients in Monklands Hospital at that time. In the meantime I relalise this is a cost, there are different pacakages available for patients but acknowledge this very difficult due to the reason you have detailed.

Kind Regards

Andrea

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