"Newark hospital offers a good level of..."

About: Newark Hospital

What I liked

I was invited into the cubicle after initial assessment to be with my mother (who has chronic dementia) and was able to reassure my mum and speak on her behalf. She is very hard of hearing and struggled to understand two of the doctors accents so I was able to speak in a way that she could understand. However overall I felt the care she was given was satisfactory. the phlebotomist on duty was very professional and proficient - I wish I had read his ID badge because if all staff treated patients the way he does then hospitals would be fantastic. He also did my bloods when I had pneumonia and again his professionalism shone through. I feel the wards are clean and bright with nice staff on the whole.

What could be improved

Communication: I brought my elderly mother to A&E where she seen within a relatively short time. What I didn't like was that I was told to sit int the waiting room whilst she was examined when we first arrived. As my mother has chronic dementia I felt this was not necessary as I act as her advocate (my mother lives with me). I was worried that she was frightened and confused enough without being left alone in an alien environment.

One Dr asked her 'why she couldn't move her legs' when she replied 'no' to his question which I thought was a really silly - 91 and demented.

Staff who's first language isn't English - to be assessed - how well they speak/pronounce the language understanding intonation.

A nurse 'told off' my husband for sitting on the bed by shouting out to him across the room for all to hear. It might have been nicer for her to come over to him and ask him to take a chair, maybe with a smile.

Anything else?

The A&E waiting area looks a bit scruffy. A drinks machine would be welcome as often the public are waiting there for quite some time - it waould be nice to be able to have something other than water. We were pointed in the direction ( through the other doors) of somewhere only to find it shut.

Toilets were a dingy and waste paper bin overflowing.DementiaHearing impairmentPneumoniaDrinksPatient careProfessionalismReassuringReceptionToiletsWaiting AreasDoctorsCleanlinessCommunicationEnvironmentWard

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Response from Newark Hospital

Thank you for your comments which have been forwarded to the management team for Accident and Emergency at Newark Hospital. We are very sorry that you were so unhappy with the service provided to your mother.

If you would like us to look into this further for you please contact our Patient Advice and Liaison Service team on 01636 685692.

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