"Excellent surgical team let down badly by some..."

About: University Hospital (Coventry)

What I liked

The surgical team and staff involved in my operation were excellent on all counts. The staff in AE were excellent and so were the anaesthetics team. The ward staff on the assessment ward were fantastic and really comforting and kept me informed at regular times.

What could be improved

Sadly some of the staff on ward let the Hospital down badly. They were lazy and treated people with lack of respect and dignity. This was my first time in hospital and I was horrified by what I witnessed on this ward. I had a accident and could not clean my self the nurse throw a box of wet wipes at me and said "your have get used to it" clean your self up. I witnessed elderly people full toilet after being left alone. Food left for people to eat on tray when they could not feed their self. Urine left on bathroom floor for long periods, patients walking into it without slippers.

Anything else?

This was my first time in Hospital and some of staff were wonderful and worked in a extremely professional manner. They were let down badly by some of their colleagues. Unfortunately I left this Hospital not with admiration but with distress at what id witnessed by some staff.

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Response from University Hospital (Coventry)

Thank you for taking the time to provide feedback on your experience at University Hospital. Whilst I am pleased to read about your positive comments, your experience while on the ward is cause for concern as it has fallen below the standard that we would expect a patient to have.

I notice that your experience is dated March 2010 and since then the Trust have done much work around patient dignity including protected mealtimes and a volunteer feeding program allowing staff more time to devote to patients who had more complex needs around feeding. We also consider a clean hospital to be essential and invest millions of pounds every year ensuring we keep our wards and departments clean. We are open and honest about our infection rates and publish these on our website each month.

As the nature of comments does give a great deal of concern we would ask that you contact the Deputy Director of Nursing via our PALS (Patient Advice and Liaison Service) team so we can address and respond to all the points you raise personally. PALS can be reached either by phone 0800 028 4203; by email PALS@uhcw.nhs.uk; in person through the Reception Desk at University Hospital, Monday to Friday (excluding Bank Holidays) 9am -12.30pm and 1pm – 5pm; or in writing to: Patient Advice and Liaison Service (PALS), University Hospitals Coventry and Warwickshire NHS Trust, University Hospital, Clifford Bridge Road, Coventry, CV2 2DX.

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