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Noisy ward, painful mattress but good food

Story from nhs.uk

"Noisy ward, painful mattress but good food"

About: Royal Cornwall Hospital (Treliske)

My mother has just been released from Amu 2 and is very grateful for the care she received. However in the interest of trying to help other patients she would like to point out a few things. Firstly the mattress was like a bucket with no comfort or support which added greatly to her pain and discomfort. Surely the NHS should provide decent mattresses. Secondly she said she found she would tell a Nurse something and she never heard back or no action was taken. Thirdly she felt little had changed since her last stay in hospital when she experienced a lot of irritability and lack of awareness of her lack of hearing and feels staff should make more effort to check a hard of hearing patient has understood what they said. On a positive note my mother said the food was excellent and enjoyed her meals and a good choice.

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Responses

Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust 5 years ago
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 03/04/2019 at 12:29
Published on Care Opinion at 13:38

picture of Jess Saunders

Dear Amanda,

Thank you for taking the time to share your mother's story with us, and please accept my apologies for the delay in responding to you on here. I was saddened to see that, although your mother was grateful for the care she received on AMU 2, that there were still some issues with mattresses and communication with regards to your mothers lack of hearing. I understand that this must have made the situation all the more stressful. With this in mind, I will ensure that I share your story with the staff on AMU so that they will be able to reflect of your mother's experience, and make positive changes to how patients with hearing loss are cared for on the ward. I will also pass on your feedback regarding the mattress as we don't want our patients in pain or discomfort.

Thank you again for sharing your mother's story with us.

Best wishes,

Jess

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Response from Laura Fletcher, Clinical Pathway Navigator, Clinical Oncology, Royal Cornwall Hospitals NHS Trust 5 years ago
Laura Fletcher
Clinical Pathway Navigator, Clinical Oncology,
Royal Cornwall Hospitals NHS Trust

Submitted on 06/04/2019 at 10:49
Published on Care Opinion on 08/04/2019 at 09:23

picture of Laura Fletcher

Dear Amanda,

Thank you very much for the feedback that you have provided us about your mothers stay. I would like to apologise on behalf of the ward that there were some communication problems with regards to your mother's hearing. In light of this, we have informed all staff of the magnets that we have for the name boards above the bed that signify whether or not a patient is hard of hearing - we are now using these regularly.

We are currently raising money for some more comfortable equipment for our patients to improve their stay. I will inform the Ward Manager of your concerns and hopefully we will be able to replace the mattresses soon.

Thank you again for your wonderful feedback, and I will pass on your comment about the food to our catering staff.

Kindest regards

Laura Fletcher

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