"Ward 203 Frenchay"

Dear Keldie – I was very concerned to read you post above made less than an hour ago. North Bristol NHS Trust takes all concerns and complaints very seriously and I would be very grateful if you could contact us via complaints@nbt.nhs.uk to provide more information. This will ensure we can immediately address the shortcomings you have identified and restore our normal high level of service and care as soon as possible.

For any investigation that required us to disclose information related to your friend we would need their consent, however, if the matters relates to general issues we can respond directly to you about these.

In the meantime I have alerted the Matron of Ward 203 and the relevant Head of Nursing in order that they can immediately review the cleanliness and care being delivered and take any action necessary.

Kind regards -

Dear Keldie - Following escalation to the Head of Nursing and Clinical Matron they thank you for your recent feedback regarding the care on ward 203. The Matron has said your comments really saddened her, but she does take all feedback very seriously and will investigate this matter further if you can provide detail about the problems you experienced and indicate to whom this relates?

The Nursing and Medical teams on ward 203 are happy to meet with anyone who wishes to discuss any aspects of the care they have received, and they would be happy to meet you and explain the work they do.

Ward 203, which is a colorectal surgical ward, has received some excellent patient feedback from the new NHS friends and family test. Ward 203 also received a recent inspection by the Trust’s Patient Experience Group, who reviewed the ward environment from the patient perspective and no issues were raised.

The ward operates a scheme termed "intentional rounding". This is a process by which the nurses will check on a patient every hour to determine their comfort, hygiene needs, nutrition needs, and address any problems they wish to raise. This is usually very successful, and so it is disappointing to learn that we have not been able to identify and meet you friend’s needs, as the whole nursing and medical team is dedicated to providing compassionate and timely care.

If you do not decide to take the opportunity of contacting us, I hope the action taken to respond with some more detail about the process for trying to ensure patients can raise any concerns they have directly with the ward team will give you confidence about their desire to provide the best care possible at all times.

The Matron has not found any reason for concern on ward 203 this morning, but will continue to make her informal audits in addition to the planned regular and documented inspections.

Kind regards -

Dear Keldie - thank you for your additional concerns and also for making contact directly with us. Following our correspondence outside of this forum, you will be aware that we have agreed to fully investigate your complaint and respond to you to address all the itemised issues. In accordance with our practice the issues we will investigate have been reflected to you, to allow you to confirm we have fully understood these, and to give you the chance to make any amendments. We have also provided an expected date of response and will advise of the learning gained and actions taken.

Kind Regards -