"Shocked and disappointed!"

About: Papworth Hospital

What I liked

The staff were very caring and worked very well as a team. Very knowledgeable, very personable.

What could be improved

The appearance of the hospital overall is very negative. I was there for a transplant assessment and was supposed to be there as an inpatient for 3 days. On seeing the ward and where I would be expected to remain for the tests throughout the 3 days, I refused to go ahead with the assessment, although I did have part of the assessment carried out (bloods taken, ECG, spirometry testing).

The ward itself was dark and the atmosphere very depressing. The entrance to the building where Mallard Ward is situated was filthy!!! The automatic doors were so dirty that it looked as though we were looking through a fog. The mat at the entrance had not been hoovered in a long time and small stones/pieces of grit filled the mat and surrounding flooring area. The lift up to the ward did not have clear instructions on how to get to the floors as the buttons were so worn that the numbers/letters could not be seen. There was a sign on the wall, some of the letters were missing and filled in with a permanent marker.

When a patient is going there to be assessed for heart transplant, seeing shoddy inconsistencies at 'grass roots' level does not instil confidence in the more serious aspects of patient care pre and post transplant. There was a smell of stale urine on the ward and rather than feel I was in safe hands, I actually felt immense fear and a total lack of confidence, leading me to abandon my assessment.

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Responses

Response from Papworth Hospital We have made a change

Thank you for taking the time to post this helpful comment. Papworth values all patient feedback and strives to continually offer excellence in patient care. We are glad that you found our staff to be caring, knowledgeable and very personable – this feedback will be passed onto the staff in the transplant department.

We are sorry that you felt the environment of the hospital was not as you expected. As you maybe aware the hospital is planning to build a state-of-the-art facility on the Cambridge Biomedical Campus. During this time, we are still very much committed to improving patient facilities at Papworth and our latest PEAT inspection which looks at how hospitals are performing in key areas including food, cleanliness, infection control and patient environment, rated Papworth as ‘excellent’ in two of the areas assessed and ‘good’ in the remaining one.

Following your comments we have taken action to improve the areas you mentioned including:

• Ensuring the entrance is tidy and cleaned regularly.

• The automatic doors have been washed

• New signage has been ordered for the lift and surrounding corridor

• Lights on the ward are being replaced to brighten the area

We would very much like to discuss this and your transplant assessment with you and would be grateful if you could contact our director of Nursing, Ann-Marie Ingle: 01480 364979 at your earliest convenience.

Alternatively please contact our Patient Advice and Liaison Services office:

Email: pals@papworth.nhs.uk

Tel: 01480 364896

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