"Disappointing environment on ward 81 UHNS"

About: Royal Stoke University Hospital / General medicine

(as a carer),

The "day room". I visited this room in the hope that my father and mother and I could sit and talk privately away from the long open plan ward. This would not have been appropriate. The day room, clearly marked as such for the patients on the ward, resembled a store room.

The room contained:

A pile of mattresses in one corner

A commode

A drip stand

A large person hoist on wheels

An open half eaten packet of rich tea biscuits

An inappropriate room and clearly not available for users of the ward. It is hard therefore to believe that the patients' experience of healthcare is uppermost in the thoughts of the leadership of the ward.

The board above my father's bed was blank despite this being the third day of occupancy. Difficult to form an impression that he could be spoken to in a dignified way as his name was not above the bed.

What else was wrong? No mark to say "Diabetic". HCA offered him tea with sugar, no way she could have known not to offer the sugar. The biscuits would quickly have been taken by my father too had he seen them.

All but one of the patients was wearing hospital green pyjamas. Why is this? A notice on the entrance door indicates that where possible patients are encouraged to wear their own clothing.

This would be good if one is to form the opinion that patient dignity is actually really important to the leadership of the ward.

I have formed the opinion that the medical care is adequate, but that in a very clear and visible way the patient experience is not of such importance. What I have mentioned are simple things to correct, thoughtless in their occurrence but which speak volumes to families who visit.

My opinion of the UHNS trust and my confidence therefore in the care provided has taken a nosedive. I know that the care provided in outpatients was exemplary. I am hugely disappointed by this afternoon's experience and hope that through this commentary you will arrange to rectify these thoughtless arrangements on ward 81.

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Responses

Response from University Hospitals of North Midlands NHS Trust We have made a change

Dear Jane

Thank you for taking the time to post this valuable comment. We are very sorry to hear the day room was not as you expected to find it on your recent visit and we have now rectified the situation. The day room has been cleared and cleaned and a TV and other furniture have been installed. The room is now also clearly marked as being for the use of patients only.

Signs which clearly indicate your father’s dietary needs have been placed behind the bed and the ‘Patient Status at a Glance’ board has also been brought up to date.

We hope these changes are satisfactory. Please accept our best wishes for your father’s recovery.

University Hospital