"Not what I would have expected from a UK..."

About: Northern General Hospital

What I liked

The treatment I received in trauma and then A & E was excellent. All the staff were caring and fully explained what was happening. They apologised for any delays and I was treated with respect. I felt I was being given a decision as to how my injury should be treated.

What could be improved

The staff on H4 did not appear to have any organisation. The ward itself was clean, but the toilet wasnt and the washing area dirty. The staff nurses were great but far too busy, whereas the orderlies were in total disarray. They never seemed to complete a task - they would strip beds but 2 hours later I had to ask for clean sheets to be put back on. Most of the patients on my ward were elderly and I witnessed buzzers being unanswered resulting in the patients messing themselves. An orderly turned off my buzzer, which I had used as I was in pain, saying she would get a nurse, moving the buzzer out of reach. It was 30 minutes before I got help! In my opinion, no one person had overall control, and therefore the ward and staff were disengaged.

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Responses

Response from Northern General Hospital

Thank you very much for taking the time to tell us about your recent hospital visit,

We are pleased to hear that your experience in trauma and a&e was good, however we would like to apologise that you feel let down by us during your stay on huntsman 4, your concerns have been shared with a senior manager for Huntsman 4 who would be very keen to look into these matters further. In order to do so we would be very grateful if you could contact the patient services team on 0114 271 2400 or email PST@sth.nhs.uk for us to get more details from you.

All feedback we receive is shared with staff and helps us identify and make improvements to our services.

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