This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Poor breakfast service

Posted By Beacon

"Poor breakfast service"

About: Royal Cornwall Hospital (Treliske)

(as the patient),

One day there was no house keeper supplied to supply breakfast to patients - over stretched HCA had to do the job that an external company are paid to deliver. The following day again breakfast was a shambles, I did not get any breakfast until an HCA kindly got me some tea and toast. In my opinion the company that is being used do not offer value for money to the NHS.

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust 4 years ago
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 22/11/2019 at 11:01
Published on Care Opinion at 11:01

picture of Jess Saunders

Dear Beacon,

Thank you for taking the time to share your story with us, please accept my apologies for the delay in responding to you on here. I was sorry to read that while you were staying with us, there was no Housekeeper available to supply breakfast for the patients and that the HCA's had to provide this service.

I am responding to you as a member of the Patient and Family Experience Team here at the Royal Cornwall Hospital, but rest assured I have already shared your story with our colleagues in Mitie who I hope will also respond to you.

If you would like to raise your concerns formally though, please contact our Complaints team by calling 01872 252793 or by emailing rcht.patientexperience@nhs.net.

Thank you again for highlighting this to us.

Best wishes,

Jess

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Heather Walker, Waste and Compliance Manager, Mitie Healthcare, Royal Cornwall Hospitals NHS Trust 4 years ago
Heather Walker
Waste and Compliance Manager, Mitie Healthcare,
Royal Cornwall Hospitals NHS Trust

Submitted on 27/11/2019 at 16:30
Published on Care Opinion at 16:49

Dear Beacon,

Thank you for taking time to share your experience and feedback, and I am sorry for the delay in responding to you. I am very sorry to hear that you experienced such poor levels of service whilst you were staying at the hospital.

We endeavour to provide the best possible service to our patients, but on this occasion have clearly failed to deliver.

If you would like your personal circumstances to be investigated more fully, please do not hestiate to contact us directly on rcht.complaince@mitie.com, or contact the Patient Experience team that Jess has given details for in her response.

Thank you again for sharing your concerns.

Best wishes,

Heather

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Beacon (the patient)

The response was predictable in terms of the stock phrases used, in the response from Heather I am asked if I want to make a formal complaint and have my circumstances more fully investigated! This suggest to me that thus far my circumstances have had nil investigation other than the stock phrase already issued. Do really have to escalate this by e mailing Mitie compliance what was the point of my original communication.

Opinions
Next Response j
Previous Response k