"Flthy, customer care very lacking! a..."

About: Southend Hospital

What I liked

Being able to get out of the very dirty environment as quickly as possible

What could be improved

A staff presence would be a good start,

Although patients were being seen in clinics, the reception shutter remained down all morning

The 'water' on the floor opposite to toilets was being soaked up using a cotton white towel with a blue border, that will no doubt be used by a patient in the future ... yuck!


The must floor to be cleaned, it is so filthy, it appears to be brown but is in fact blue. . I have pictures and swabs to support my claim.

The wooden gate to the children's area in the waiting room has o be cleaned of the grime.

The cupboard containing masses of medical records had the door wide open and freely accessible to visitors, whoever they may be ... that door should be closed and locked.

I could have walked out with armful of medical records or sat down and read them casually ... there were no staff present in the waiting area and the shutter was down at reception during my time there from 10 to almost noon.

The reception counter ... what we could see of it was think with dirt and dust ... I took swabs and pictures.

Staff stayed in the room behind the shutter despite the fact that patients were attending for check ups. Customer care training badly needed!

It should be essential that staff are aware of patients being present and be aware of their ability to access areas they shouldn't due to lack of any staff or security... including v the medical records cupboard next door to the loos.

Anything else?

Southend hospital would never be my choice, the attitude of staff, and the ongoing run of poor service makes me want to go anywhere but Southend.

Southend hospital has some serious issues to address!AttitudeCleanlinessOpening hoursServiceAccessibilityEnvironmentReceptionToiletsWaiting AreasChildren

Story from NHS Choices

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Response from Southend Hospital

Thank you for commenting (your feedback will be discussed at the Trust Patient and Carer Experience Group). If you would like to discuss this further please contact the Patient Advice and Liaison Service at pals@southend.nhs.uk.

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