"getting out of the hospital after ..."

About: Gloucestershire Royal Hospital

(as the patient),

What I liked

getting out of the hospital after a very long day inside of it. oh and the gardens are not to bad could do with more green areas to relax in tho.

What could be improved

staff communication,

communication between staff and patient.

staff to listen to what they are told about past history and act on it.

surgeons to be more honest when giving information out and to give complete information.

catering to make allowences for special diets and not just cater for religious or low fat diets.

better comunication between complaints department and patients making complaints.

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Responses

Response from Gloucestershire Royal Hospital

Many thanks for your comments about our gardens and outdoor areas, wherever possible we do try to provide some green areas with seating for patients, visitors and staff who may need a few quiet moments in the fresh air.

Thank you also for your feedback about communication and information, it is difficult to respond in detail without knowing details about your experiences, but your comments will certainly be fed back to our patient and public involvement team – their role is to listen and to work with our clinical teams to improve the experience of our patients.

Catering: Our catering department aims to provide a range of meals suitable for special diets from the main hospital menu supported by separate menus for patients requiring texture modified meals, allergy free, vegan, cultural and religious meals. On the majority of days we are catering for 15 different special diets and providing meals for patients who follow a diet based upon their religious beliefs is less than 3% of our workload. If patients have difficulty selecting a suitable meal we will arrange for a member of the team to visit to see if we can meet any reasonable personal request.

Complaints: The trust has a formal and well established complaints procedure. This is well publicised and all complaints received are acknowledged by a named person who can be contacted if there are any questions about the process. We always aim to respond as soon as possible and will do so within 25 working days at the longest.

We are sorry that some things appear not to be as you expected when you used are services. We are always keen to respond to concerns on a personal basis, however we have no record of you making a complaint or raising your concerns with the Trust to enable this.

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