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Care Opinion

Cleanliness

Story from nhs.uk

"Cleanliness"

About: Northumbria Specialist Emergency Care Hospital

The waiting room in the accident and emergency department today was not clean. There was either mud or chocolate on the floor, used drinks cups and bottles and a sick bowl on the floor. I do not think this is acceptable when very sick people have to wait in this environment, some with very low immune systems. The department was not too busy as I overheard staff saying this was great with everyone seen to and having gaps.

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Responses

Response from Annie Laverty, Chief Experience Officer, Patient Experience, Northumbria Healthcare NHS FT 4 years ago
We are preparing to make a change
Annie Laverty
Chief Experience Officer, Patient Experience,
Northumbria Healthcare NHS FT

Submitted on 28/10/2019 at 13:07
Published on Care Opinion at 14:48

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Dear Sir/Madam,

I am so sorry that you found the ED department to be unclean during the time of your visit. I really appreciate you taking the time to bring this to our attention. This is not at all how we would expect our department to be presented, as the cleanliness of all of our environments is extremely important to us. Your feedback will enable us to act quickly and discover why our high standards have not been adhered to on this occasion. I have shared your review with our general manager and the director for estates and facilities today, who will ensure this is looked into.

Again, I want to apologise sincerely and reassure you that this is a highly unusual occurrence for us - cleanliness is something we relentlessly measure and prioritise. It’s extremely disappointing to learn that we’ve failed to get this right for you.

Thank you for sharing this.

Take care,

Annie

Annie Laverty

Chef Experience Officer

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