"Very poor and frustrating experience hope we never..."

About: Furness General Hospital

What I liked

I stayed with my child on the childrens ward overnight after surgery,The overall view was of a very poorly disorganised service,apart from a few staff who were proffesional and seem bothered to offer a high quality caring service.The operation was over 2 hours late because the surgeon was in a meeting,when it's an op on a child who had her last food and water at 11am this is not good enough,the op finally went ahead at 6.30 that evening.Ward was'nt clean even after the cleaner had wandered around at a snails pace pretending to clean.Several staff plodding around texting on their mobiles or sitting around chatting,we were left on our own for long periods of time.When we did ask any questions were made to feel we were getting in the way and got the "it's nothing to do with me" type reply.Play room and teenage room were scruffy tatty toys etc graffiti on some things not very clean.On day of discharge it took 4 hours to get the prescription that was needed,kept being told it will be here in a minute,its on its way from the pharmacy,it wasnt it was still at the pharmacy there tracking system was incorrect.We were given conflicting aftercare instructions by the surgeon and then by a specalist nurse,still dont know which is correct.

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Response from Furness General Hospital

Thank you for bringing this matter to our attention. We are sorry that you felt the service provided did not meet your expectations. We have passed your details onto the person responsible for the Children’s ward.

We note that you state that you are still unclear regarding the aftercare advice, we would ask that you please either get back in touch with the ward, or please speak to your GP. NHS Direct can also be contacted on 0845 46 47, anytime of the day or night, or via the web at: http://www.nhsdirect.nhs.uk/.

Should you wish to make a complaint then you can do so by writing to our Chief Executive, Tony Halsall, at: Trust Headquarters, Westmorland General Hospital, Burton Road, Kendal, LA9 7RG.

The Complaints Team and the Chief Executive can be contacted at the address indicated above or by ringing 01539 795 332. More information can be found on our website: http://www.uhmb.nhs.uk

We place great value in the fact that local people continue to choose our hospitals and we openly encourage patients and visitors to give us their feedback. This will enable us to continually improve the services we offer and the experience our patients have whilst in our hospitals.

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