"In the main a excellent service with..."

About: The Heart Hospital

What I liked

Treatment was excellent in the main the first two wards can do nothing but be happy with them. Not so happy with the care of belongings.

Tjhe staff was highly motivated and did everything to make the stay a goo one. Well more so in the first two wards I was in the final ward I cannot say was as motivated but still kept a reasonable standard

What could be improved

The fact that a coat was lost from my belongings and was told well you sjould have let us tag ad bag the clothes. In all the moves the one coat was lost despite a number of phone calls felt it was all a brush off.

The final ward on the third floor I felt was not so motivated to care for their patients more of a case of being efficent but only do the basics Not really caring.

Visiting hours to be made clear my husband was told anytime on the phone then when here different again.

He was disabled and in a chair but made to go all the way downstairs to use a bathroom which was right nbext to my bed,

Anything else?

Something about car parking for the disabled my husband had to stop visiting me as he got parking tickets as he could not park in disabled bays as none left, even though he had a blue badge.

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Responses

Response from The Heart Hospital

Firstly, whilst I am glad to hear that you were pleased with the treatment you received from the first two wards, I am disappointed that the care received on the third ward was suboptimal. We always strive to provide high quality care on our wards here at the Heart Hospital and I am sorry this was not your experience on this occasion. I shall bring this matter to the attention of the respective ward sister so that she can work with staff to improve standards of care in the future.

Turning to the specific issues raised, I am sorry you felt that you were given the brush off from staff about your coat that had been mislaid. The Trust is currently working on improving the way in which it manages patients' property. Here at the Heart we have ordered new bags for patient belongings that are tamper proof and easy to use. In addition we are also looking to create an area within the hospital for storing patient belongings securely as we are aware this is a very important issue for all our patients.

Due to infection control regulations, patients and visitors are required to use separate toilet facilities. There are disabled toilets on the fourth floor and ground floor for the public. I am sorry for the inconvenience this caused.

In terms of visiting hours, we are currently finalising our visiting times with regards to protected meal times and rest periods. I am sorry for the mixed messages you and your husband received on this matter.

Lastly in terms of disabled parking, Westminster council has its own disabled parking arrangements. Blue badge holders may only park for free in designated blue badge bays for up to four hours between 08:30 and 18:30. Blue badge holders may park in pay and display and pay by phone bays but an initial payment is required when parking between 08:30 and 18:30. If you have any further queries in this regard I would recommend you contact the council either on 0207 823 4567 or via their website (www.westminster.gov.uk)

Thank you for feeding back your experiences

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