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Facilities at the royal infirmary edinburgh

Posted By Jedigirl

"Facilities at the royal infirmary edinburgh"

About: Royal Infirmary of Edinburgh at Little France

(as a carer),

I came in to visit mum close to the end of visiting (7:25pm) I have a 90-mile round trip and come after my own work and commute.

Mum hasn't been enjoying the coffee on the ward and has been in hospital on bed rest for two weeks. She asked me to bring her up a cappuccino.

As I went into the place to eat, the person in charge advised me they were closing and when I said there was nowhere to buy a coffee as M&S machines were off they directed me to the machine in the corner. It wouldn't work, and I asked the two staff members for help but they ignored me. Both M&S machines were off.

I had to go to the ward empty handed or face losing the little visiting time I had and felt upset I wasn't able to give mum what she wanted. I feel what matters to me is paid lip service , and there is little communication between the facilities in the hospital to ensure patients (and other hardworking staff) can get what they need. 

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Responses

Response from Ana Mezzomo, Patient Experience Officer, Patient Experience Team, NHS Lothian 12 months ago
We are preparing to make a change
Ana Mezzomo
Patient Experience Officer, Patient Experience Team,
NHS Lothian

Submitted on 19/06/2024 at 12:04
Published on Care Opinion at 12:09

Dear Jedigirl,

Thank you so much for taking the time to share your feedback with us on Care Opinion.

I was saddened to read about your experience whilst visiting your mum at the Royal Infirmary of Edinburgh. I can appreciate how frustrating it must have been for you not being able to buy a cup of coffee for your mum, and it is very disappointing to hear about the lack of empathy you had to experience when approaching staff members to ask for help, please accept my apologies for that.

I contacted the Catering Services Manager at the Royal Infirmary to share your story, and I would like to share his feedback with you:

“We always strive to make sure visitors, staff and patients all get everything they need within our capabilities.

The coffee machines are switched off at 7pm due to a rigorous cleaning schedule required. This is the first time this scenario has came to my attention so we will look to extend the operational time of the machines until closing time which is 7:30pm on a trial basis and see what the uptake is on this service. If we find there is a demand for such change, we will implement this going forward.

Kind Regards,

Billy Black

Catering Services Manager, Royal Infirmary of Edinburgh”

Thank you again for sharing your feedback and I hope that any future visit to our facilities will be a positive experience.

Best wishes,

Ana Mezzomo

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