"Hospital Comment"

About: Cheltenham General Hospital

What I liked

I have experienced a nurse phoning to shout and abuse me. I have been cancelled twice for a knee replacement and this third time I was given a date for my procedure and promptly forgotten about. I phoned to ask why paperwork hadn't been forwarded to me to be told by four depts., Admissions, Orthopaedic Admissions, my consultants secretary and a general number that I was passed to, that there was no paperwork and my operation was not booked. I have now got to be re-assessed and begin again whilst my condition worsens. This is not the first time that I have met this level of incompetence at Cheltenham General. I am now terrified to be admitted there. No-one seems to care and when the people who count are contacted they respond in a defensive and self justifying manner. I am thoroughly disgusted.

What could be improved

Greater patient/department liaison. More politeness from staff. Better communication between departments. Some sort of empathy about what the patient is going through. A general improvement in courtesy. A genuine concern when a patient send in a complaint or feed back. My feedback was met with a defensive reply full of justification and a definite patronising slant. it annoyed me almost as much as the incidents I was discussing.

Anything else?

Most staff I have encountered in Cheltenham General walk about with long faces and look as miserable as sin. I understand that times are difficult. They are for all of us but it should not affect each persons demeanour they way it does. Moral seems to be at rock-bottom. There are no pillows in most departments, wards are dirty, the hospital is shabby and the staff defensive. The few nice people I have met there seem to fight against a growing atmosphere of despair. It is a terrible shame for the very good , kind, competent people who end up being shadowed by the poor attitude that their colleagues project. It is unfortunate that I have to attend about five or six departments at different times. Therefore I see a lot of staff and can form an over-view of the atmosphere that is prevalent. It is not good. I have lost all confidence in this hospital.

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Responses

Response from Cheltenham General Hospital

Thank you for your feedback, we are sorry that you have had a poor experience in our hospital.

We would greatly value the opportunity to talk about this in more detail. Please contact our Patient Advice and Liaison Service who can give impartial advice and also make sure that your experiences are shared with the relevant staff so that we can learn from them.

The PALS team are available on tel: 0800 019 3282; Text: 07827 281266; E-mail: pals.gloucestershirehospitals@glos.nhs.uk

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