"Surgical, theatre and ward nursing care were..."

About: Warwick Hospital

What I liked

I appreciated the professionalism and pleasant manner of my anaesthetist and surgeon and especially the time taken to discuss and explain anaesthetic procedures. I also found the nursing staff to be kind, considerate and efficient. Their knowledge of joint replacement surgery was commendable.

Ward hygiene was very good. Staff used gel and gloves always giving confidence that at last the hospital is wanting to get to grips with infection.

What could be improved

Bed time drinks arriving after midnight; being woken at 6am but not having a cup . of tea until 7.45 are not acceptable. This is understandable given the shortage of staff at night on a busy ward.

The food quality is generally mixed. Fish casserole was totally overcooked and like rubber. Food requests from the order form were not always followed. I was amazed that toast was never available. Tea and toast when coming round from an anaesthetic are very comforting and have always been available on the ward in other hospitals I have been in.

Discharge procedures need to be reviewed, particularly the inordinately long wait for pharmacy.(Friends who have been patients in Warwick relate similar delays) I had to wait in discomfort in a cramped staff room for three hours simply for my medicines to arrive before I could leave. After a bed has had to be vacated there is no proper provision for post operative patients to wait. Other hospitals I have been in have comfortable day rooms. While waiting for discharge a cleaner attempted to mop the floor. She used one mop unrinsed to slowly clean a small area moving no furniture and leaving rubbish under a chair..

The car parking charges are quite outrageous and surely cannot be justified, particularly as the profits do not go towards the hospital budget. What a pity that car parking, cleaning and the food provision have been outsourced to a private profit making company.

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Responses

Response from Warwick Hospital

We are pleased that you would recommend Warwick Hospital to a friend and that our staff explained procedures thoroughly and were efficient and considerate whilst looking after you.

We agree that the food that you have described is unacceptable, therefore we have raised your concerns with our Hotel Services Provider. The food is regularly reviewed and we use patient feedback as part of this in order to make improvements.

We are aware of the issue around discharge planning and have recently launched a project called ‘Home for Lunch’ specifically to look at improving the discharge process. Its aim is to ensure patients are discharged before lunch time so they can return home at a convenient time. As well as this, it ensures other patients can receive a bed in the hospital sooner in the day. You can read our patient leaflet about this on our website www.swft.nhs.uk by clicking on patients and visitors – patient information leaflets – general information and choosing ‘home for lunch’

In relation to your concern about the car parking charges, the Trust, or our provider, does not make any profit from these charges and the money is re-invested into the security and maintenance of our car parks.

Thank you for taking the time to post your feedback. If you would like to discuss these issues with me further please contact me at the below address.

Kind regards

Glen Burley

Chief Executive

Chief Executive’s Office, Warwick Hospital, Lakin Road, Warwick, CV34 5BW

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