"Nice at first then nasty"

About: Royal Lancaster Infirmary

What I liked

The first ward i was admitted to was great. The nurses worked hard and they really made the effort to care. This also applied to the ones who did the meals. The second ward i was moved to was at first sight not very clean and very cold. Some of the nurses were fantastic yet others had a couldnt care less attiitude. I was spoken to at times like i was stupid when i am far from it, i was ill! I am a diabetic and i was forgotten about for breakfast therefore didnt eat for sixteen hours. I found this laughable as outside my ward was a plaque on the wall for excellence in diabetes. Maybe the nurses need more training on it. There was no hand gel by my bed, i had someone bring me some in and no tissues. Do Staff evaluations take place at this hospital? If so i would dismiss a lot of the staff and replace them with people who genuinely do care!!

What could be improved

All sorts of thing which are too numerous to mention on here

Anything else?

Mystery shoppers for hopitals should be implemented. I would gladly take part as i really feel standards could be raised an awful lot to what they are.

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Responses

Response from Royal Lancaster Infirmary

Thank you for bringing this matter to our attention. We appreciate that you have taken the trouble to provide both sides of your experience and apologise that you feel that parts of our service did not meet your expectations. A copy of your comments will be passed onto relevant staff including the Director of Nursing.

We do take all comments about our services seriously, we would be grateful if you could please contact our Customer Service Manager so that we can discuss your concerns in greater detail. They can be contacted via our Patient Advice and Liaison Service (PALS) on 01539 795 497.

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.

If you would like to be kept informed about developments at our hospitals, then please take a moment to sign up as a public member, you can do so via our website: http://www.mbht.nhs.uk/trust/how-to-become-a-member/

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