"Very good and helpful"

About: Lymington New Forest Hospital

What I liked

Lymington Hospital treated my sister recently this was her third admission to Lymington hospital since the start of 2012. She was treated extremely well by the staff and as a visitor I found everyone to be kind and considerate and always willing to answer any questions. My sister and I appreciated everything they did for her and I cannot thank the nursing staff enough for helping her back to good health. I only have one negative comment about Longbeech ward and that is that I agree with the other comments made that the wards cleanliness did in my mind go downhill from the early part of the year and having been on the ward recently as a visitor i was surprised at how bad it had got.

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Response from Lymington New Forest Hospital

Thank you very much for taking the time to provide both your positive feedback regarding Lymington New Forest Hospital and also your concerns relating to the cleanliness of Longbeech ward.

I am sorry that you found the ward to have gone downhill from a cleanliness perspective. When I received the previous comments about this issue, I raised these concerns with the Non Clinical Services Manager, the Ward Manager and the Modern Matron for Lymington New Forest Hospital.

A ward inspection was carried out and it was agreed that the cleanliness was not to the standard that we both expect and pride ourselves on usually. Our Non Clinical Service Manager liaised with the Contract Manager for the company who manages the cleaning contract for the hospital, in order to establish why there has been drop in standards, how this would be rectified and for any further comments.

Subsequently, the Contract Manager advised that following his own inspection, he agreed that the usual high standards maintained at Lymington New Forest Hospital have fallen on Longbeech Ward.

In order to rectify the situation, additional cleaning staff were brought in to give Longbeech ward a deep clean, so as to bring it back up to standard and an action plan has been put into place so as to ensure that the ward is kept to a high standard. The actions agreed include:-

1. Daily monitoring by management.

2. Re-training of staff on all cleaning matters, paying particular attention to the detailed cleaning schedules.

3. Identifying “key” users of floor care equipment with re-training on how to get the best out of the equipment provided.

4. Increased monitoring of cleaning equipment, ensuring timely repairs where necessary, so that the equipment is available to all areas/staff at all times.

5. Reviewing rosters and returning, where possible, to previous working groups/teams minimising change.

6. Increasing monitoring and reviewing of individual wards with respective Ward Housekeepers. This will ensure ownership and responsibility enabling any operational issues to be identified and rectified quickly.

7. Making changes within the night team, to increase productivity/quality within key areas of the hospital.

8. Providing additional support for the Housekeeping Manager, to ensure that the usual high standards of cleaning and domestic service delivery are maintained.

The Contract Manager has advised that he expects us to see a noticeable improvement over the coming weeks and one that is sustained. Lymington New Forest Hospital is one that all stakeholders should be proud of and he and his team are fully committed to ensuring that the environment is both clean and safe and has asked that both you and us as an organisation, be assured that everything will be done to improve the current situation, returning the ward back to the high standard normally associated with Lymington.

I would like to thank you again for taking the time to highlight this issue to me.

Kind regards

Ben Prior

Complaints and PALS Officer

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