"I am that unhappy I have cancelled my next..."

About: Pilgrim Hospital

What I liked

Going home

What could be improved

Allow me to see my wife after my treatment

Improve the staff attitude towards there customers

Clean the beds and wards in the hidden places the places that can be seen by a patient laying in bed for hours not just the bits the staff can see they stand up there eye level is different to that of a person in bed.

Anything else?

There now a days seems to be an atmosphere among the pain staff very off putting when you are laid there having a painful proceeder. I have been going there for years now and I am un-happy with the consultants attitude towards me the last consultants were great and the atmosphere here seemed so much better

on the last two times I had a bed on the day case ward there was dry blood on the chrome fittings of the bed I could see them were I lay and on the trunking just above my head there were splatter marks of good knows what.

Now when i have a procedure here i lay in bed waiting to go home my wife can not be with me she has to wait outside the ward when right then i want here by me.

Story from NHS Choices

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Responses

Response from Jennie Negus, Deputy Director of Patient Services, United Lincolnshire Hospitals NHS Trust

picture of Jennie Negus

I am very sorry that you had such a difficult time during your admission and from your description of your experience I can understand your dissatisfaction. No patient or visitor should be in our care and describe cleanliness issues as you have described. We have regular checks and audits of our cleaning, including the hidden areas as you have said; but clearly from your experience our standards fell well short of what we expect and I would like to apologise. The day case ward is currently having some refurbishments and we hope patients will see and experience a real difference to the environment. I have passed your comments back to the staff about the importance of being helpful and comforting during procedures as clearly this was not your experience, and also to the nursing staff about allowing relatives to sit with patients until it is time to go home. This cannot always be accommodated; especially if the ward is very busy with a high number of patients coming and going through the day but we will do all we can to ensure patients are comfortable and cared for.

Finally your headline says that you were so unhappy that you have cancelled your next appointment; this is a worry as you would not have been given a further appointment if it wasn’t necessary and it is important that you get the treatment you need. If there is anything I can do to help regain your confidence or that you would like to discuss further then please contact us at patient.involvement@ulh.nhs.uk.

Thank you for taking the time to give us your feedback; poor experiences are important for us to hear about so that we can focus improvements in areas and with issues that are important to our patients. I appreciate that this response is 6 months after your visit; we have just developed a process for regularly reading and responding to postings here on Patient Opinion and even though it is now a while ago for you I still wanted to reply and give you our assurance that we are listening and value your feedback.

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