"Great treatment from mostly sensitive, caring and..."

About: The Royal Victoria Infirmary

What I liked

With one exception (see below) all the staff were fantastic - caring and friendly. The consultant who looked after me was wonderful and the nursing staff, particularly three members, were fantastic. They deserve awards.

I felt that my care was uppermost in their minds all the time and they were patient and caring when I hit 'hormone hell'.

What could be improved

I hate to raise this when all the other staff were great but one night nurse had the caring instincts of a shark! When I couldn't sleep due to the inevitable post surgery windy pains I was made to feel like a dreadful nuisance for taking her away from her computer. She was rude and abrupt and I couldn't help but wonder why she was in the job!

Oh dear, the food! For over a week I didn't encounter a piece of fruit or a vegetable that wasn't under ripe or over cooked. Perhaps the hospital should consider marketing the RVI food trolley diet - you can eat anything you want but before you do you have to take a deep breath of 'Eau de RVI Food Trolley.' I would recommend that patients make arrangements with visitors to come via a foodhall.

Story from NHS Choices

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Response from The Royal Victoria Infirmary

Thank you for taking the time to post your comments on NHS Choices about your stay in the Royal Victoria Infirmary in November 2010.

Out staff aspire to the highest standards at all times and we are pleased that the majority of staff achieved this during your stay. However, it is very disappointing to note that one member of staff did not provide you with the level of care that is expected. We sincerely apologise for us and would like to assure you that we take this feedback very seriously. Although your experience was some time ago – it would be helpful for you to provide us with further details so that we can fully investigate the problem. If you would like us to do this, please contact Mrs Angela Barnes, Matron, Women’s Services or Mr Paul Anderson, Patient Relations Manager on 0191 233 6161.

With regard to your comments about the food in hospital. Our catering managers continually work to improve the standard of food in hospital and as such, take patient comments very seriously. The Trust has recently introduced a new adult and children’s menu which is being evaluated via patient satisfaction surveys. The team also holds regular food tasting sessions with service user representatives in order to give their views and get feedback from patients. Should specific issues arise for patients on the ward regarding the food provided, the catering managers are more than happy to visit the patient and respond to their concerns.

Once again, thank you for your feedback about our service and do please get in touch if you want us to investigate your concerns futher.

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