"An excellent medical team thoroughly sorted out my..."

About: Royal Lancaster Infirmary

What I liked

My mother has recently stayed on Ward 4 and Ward 2 for complex medical problems. She was very poorly on admission. During her stay she received the best medical and nursing care avialable together with a kind friendly approach by all the ward staff.

The ward staff were always willing to explain what was going on to my mother and me.

The food was excellent, balanced and nutritious. I believe this helped aid her recovery. She had not been eating prior to admission both times but was encouraged to eat by the nurses and quickly regained her strength whilst looking forward to meal times.

I cannot thank the ward staff and doctors enough for their care and support.

What could be improved

There seemed to be a que of ambulances in A & E waiting with their patients to be seen. This was not a problem for us and the ambulance crew continued to support my mother throughout the wait. However, this did seem to hold them up from getting back on the road. At one time there were 5 ambulance crews and stretchers waiting.

Anything else?

The nurses on Ward 2 were outstanding in the quality of their care and support.

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Response from Royal Lancaster Infirmary

Thank you for your complimentary comments about your mother's recent stay on our wards at Royal Lancaster Infirmary and for taking the time to let us know about her treatment and care. Our emergency department, ward staff and nursing teams will be very pleased to hear about what you have said and a copy of your comments will be passed onto relevant staff, including the Director of Nursing and the lead clinician of emergency care.

Thank you too for your feedback about the standard of food and nutrition and how it helped with your mother's recovery. We appreciate the importance of good nutrition in supporting the recovery process, healing and maintenance of health in our patients. We have passed your comments on to our catering team and dieticians as well - they will be equally keen to hear of your praise for our approach to patient nutrition.

We are sorry that there was a queue of ambulances on your arrival at the Emergency Department. There have been occasional peaks in demand for emergency services in March which have led to some delays in ambulance turnaround. We are sorry for any inconvenience this has caused patients and we recognise that there is a need to improve patient experience and reduce waiting times in emergency care at the hospital. A new pathway for emergency patients is now in place that will see appropriate patients admitted straight to the Medical Assessment Unit or Clinical Decisions Unit, not to the Emergency Department. This will improve waiting times for patients arriving at the hospital by ambulance.

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.

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