"Cleanliness"

Dear Disappointed25,

Thank you for taking the time to share your story with us, please let me apologise for the delay in responding to you on here. I was very sorry to read that you found the cleaning of the toilets you visited not up to standard. You are completely right, with Norovirus currently doing the rounds, we need to remain vigilant.

To this end, I will pass on your feedback to Mitie who provide cleaning services here at the Royal Cornwall Hospital so that they can reflect on your experience and make improvements where possible.

If you would like to take this further and raise your concerns formally, you can contact our complaints team by calling 01872 252793 or by emailing rcht.patientexperience@nhs.net.

Thank you again for taking the time to share your story with us.

Best wishes,

Jess

Dear Disappointed25,

Thank you for your feedback, and I apologise for the delay in replying to you on here.

I have investigated your concerns with the Domestic team, and have confirmed that copper-silver ionization treatment has been used in the water supply. This treatment will cause the porcelain to stain and give the impression that is not clean. We are working to remove this staining, however this is an ongoing process as the treatment is in constant use.

I can assure you that our public area cleaners check the toilets every 2 hours during the day and complete sign-off sheets to confirm this. Any incidents which require urgent cleaning in between these checks can be reported to our on-site Helpdesk, who will arrange for a cleaner to attend.

Should you find the public toilets to be below the standard you expect on any future visits, please contact the Patient Experience team on the details provided by Jess in her reply, or contact us directly on rcht.compliance@mitie.com

Thank you for taking the time to provide valuable feedback on our services.

Best wishes,

Heather