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Out Patient Care - excellent - In Patient Care...

Story from nhs.uk

"Out Patient Care - excellent - In Patient Care..."

About: Cumberland Infirmary

There is not enough room here to list the dreadful treatment my mother's partner has received during his ongoing stay in the Infirmary but, in brief, the hospital is chaotic.

Some staff and absolutely lovely.

Others are rude and dismissive (especially, sadly, the nurses), constantly complaining how busy they are instead of looking after patients.

Your laughable "Our Values" board lists as number 1 "Patients First".

Well, from what I have seen over the last few days, patients are at the bottom of a very long list.

The management of this hospital needs a good shake-up!

Start living your values and stop treating patients like an irritating necessity!

For your information, we didn't just visit one department.

The list is A&E, Larch a/b and Willow.

Why don't you just call them what they are instead of tree names?

And what exactly happens on Larch a/b Medical Assessment Ward - not patient treatment from what I can see!.

Too much time is spent shuffling patients around wards and from ward to ward.

Honestly, it's absolutely unbelieveable!

The amount of paperwork and form filling is also incredible.

It is completely over the top and inefficient.

Having been a nurse in the distant past, I am utterly dismayed and shocked by what I have seen.

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Responses

Response from Cumberland Infirmary 7 years ago
Cumberland Infirmary

Submitted on 29/12/2016 at 08:00
Published on nhs.uk on 30/12/2016 at 01:30

Firstly, thank you for taking the time to share this with us.

We are very sorry to receive this comment via NHS Choices / Patient Opinion website. Your concerns about the dreadful ‘on going’ treatment of your mother’s partner are of obvious concern to me.

Clearly the treatment and experiences you have witnessed, and the ones you have chosen to describe, have left you feeling distressed and angry, please accept my sincere apologies.

This is not the care we normally provide as our aim is to provide a high standard of care to all of our patients.

We take all issues surrounding patient care very seriously and it is disappointing to read that you felt the patients were not being ‘put first’ by some members of the nursing staff. The comments that you describe as rude and dismissive are never acceptable even when staff are under pressure in busy departments that you have described as chaotic.

Without further investigation to the areas you have mentioned it is difficult to ascertain what has gone wrong during this episode of care, and due to your anonymity I am unable to look into this any further at the moment. If you, or your mother, are unhappy with the care or treatment of her partner, then you have the right to complain.

The PALS team (Patient Advice and Liaison Service) can help you through this process or put you in touch with the senior staff members who may be able to discuss your concerns with you.

They can be contacted on

• 01228 814008 between 8.30am and 4.30pm, Monday to Friday.

We do value your feedback and I will share this with the relevant senior staff and also the Director of Nursing. Your comments are important to us and by hearing about patients’ experiences we are helped to improve our service.

I am sorry that I am unable to answer you as to why the wards at the Cumberland Infirmary have ‘tree names’. It is something that I will research so that I can answer this in the future.

Once again please accept my sincere apologies for the poor experience resulting from this hospital stay during December.

Alison S-D

Patient Experience

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