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Care Opinion

Visting

Story from nhs.uk

"Visting"

About: Crewkerne Hospital

I came to visit a lady , I came straight after work and didn’t realise there were visiting hours I travelled for 15 minutes to see this lady and I was probably the only person she would of seen that day to be told I could not visit her not even aloud toy say hello so she would of know I’ve been . I was told I could sit and wAit for an hour . Some people work full time and have family and are not able to make these times and you can go to Taunton hospital and visit anytime and there a lot more busy it’s time crewkerne hospital got with the times

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Responses

Response from Emma Davey, Director of Patient Experience and Engagement, Somerset NHS Foundation Trust 5 years ago
Emma Davey
Director of Patient Experience and Engagement,
Somerset NHS Foundation Trust

Submitted on 20/09/2018 at 10:24
Published on Care Opinion at 14:51

picture of Emma Davey

Hello,

Thank you for taking the time to let us know about your recent experience at Crewkerne Hospital when you came to visit your friend - I am so sorry to hear that this wasn't a positive visit for you and understand that this must have been frustrating for you and left you feeling concerned for the patient who then did not know you had been trying to see her.

I will speak to the Ward Sister to find out what happened and post a reply on here and in the meantime, if you would find it helpful to talk to someone directly, please do call our Patient Advice and Liaison Service (PALS) on 01278 432022.

Best wishes,

Emma

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Response from Lucy Nicholls, Inclusion Manager, Somerset Partnership NHS Foundation Trust 5 years ago
We have made a change
Lucy Nicholls
Inclusion Manager,
Somerset Partnership NHS Foundation Trust

All things around equality, inclusion, diversity and access for patients and staff.

Submitted on 25/09/2018 at 13:10
Published on Care Opinion at 15:13

picture of Lucy Nicholls

Hello,


Emma and I have been in contact with Katie, the Senior Ward Sister at Crewkerne Hospital. She is really sorry for the situation as we do try to be as flexible as possible and usually situations like this are resolved by the Nurse in Charge.

Katie has asked me to pass on the following message:

"I am really, truly sorry that this has happened. I am disappointed to hear that as a visitor of one of our patients you were given such an unwelcome reception. We do, at present, have visiting times including protected meal times but in the future I anticipate that we are likely to move towards open visiting. However in the mean time I would encourage relatives and friends who require visiting outside of these times to speak to the nurse in charge as visiting can usually be accommodated, although there may be a wait if the patient being visited is receiving personal care.

Once again my apologies for your poor experience, I have fed this back to my team and I hope going forward that this situation will not arise again."

I hope this offers you reassurance that we would expect our staff to be flexible and understanding of visitors' timings and are sorry that this didn't happen on this occasion. Thank you for taking the time to share your experience which has given us the opportunity to raise this with staff and remind them of our approach.

Many thanks,

LUCY

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