"An unpleasant experience. The reality of this…"

Thank you for you feedback regarding your hospital admission at the Longley Centre and I’m really sorry to hear of your experience.

As a team we work hard to ensure that patients receive a positive experience so that as a team we are responsive to the care and needs of every individual. All patients are allocated a contact nurse per shift with each staff member spending time with their allocated patients so to establish a rapport as well as enabling an assessment of their progress within their care and treatment. I apologise if you feel that staff were too rushed to care for your needs or to develop a relationship with you and I will take this opportunity to discuss and reflect with the team.

One initiative that we are hoping to reintroduce to Maple Ward is to hold a full multidisciplinary team meeting soon after an individual’s admission where a review of their history is completed alongside a care plan established with the patient in question so to identify what is required for their recovery and subsequent discharge from hospital. It is important to understand an individuals’ history to understand what has or hasn’t worked well in the past however I agree that this should not be a barometer to how an individual should be treated, with care being delivered upon their presentation at the time.

I can only apologize for the experience that you feel you received on this occasion and I will ensure that I use your feedback in a positive manner so that we can learn and improve as a team.

It is our intention to continuously review and improve the care that we provide with the view that as a team we provide and deliver high standards of in-patient care on an individual basis regardless of their circumstances.

If you feel that you would like the opportunity to discuss any of the above in more detail please do not hesitate to get in touch with me.

Kind regards,

Mark