"An altogether very reassuring experience."

About: Cumberland Infirmary

What I liked

Staff attitude from the Ambulance personnel, through A+E to the Assessment Ward and to discharge was exemplary. If the entire NHS reached this standard there would never be a single complaint. By staff, I mean everyone from the most senior consultant to the most junior domestic person.

What could be improved

One small quibble. When requesting something on the ward from the nursing staff, it mostly has to be repeated several times. Even then, there is no assurance that the request has registered or been passed on. As an example, shortly after my admission I had an appointment at Wigton Hospital to be seen by the Heart Failure Team. I asked my named nurse several times to have the appointment and the Patient Transport booking cancelled, but I don't know that it was. Isn't it possible for staff to have some means of recording such requests? Even a simple notebook would do,

Story from NHS Choices

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Responses

Response from Cumberland Infirmary

Firstly, thank you for getting in touch and we apologise that it has taken us a long time to respond. We have just changed the way we do this to improve and be more timely with our responses. Thank you for taking the time to share your story. We are very proud of our staff - they work very hard and they know that the way care is delivered is just as important as the care itself, so thank you for your lovely feedback on their kindness and compassion. Our ward managers now carry out intentional rounding on all wards in the hospital to ensure that they communicate better with their patients and answer any concerns. This is done on an hourly basis.

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