"I came in on a second 999 call ..."

About: Lister Hospital

(as the patient),

What I liked

I came in on a second 999 call in 7 days, with a heart problem, and received sympathetic, caring attention as promptly as the system allows, leaving the hospital with an angioplasty that has helped my coronary symptoms, and a cellulitis infection in my right leg that seems to have been picked up while there. Everyone was professional, friendly, and supportive.

What could be improved

Two things on the negative side. First, the food was appalling: each main dish a tepid mush, and the so-called 'special gourmet choice' an ordinary sandwich in a cardboard triangular pack. Second, there seems to be some confusion in the records system. I've been in the Lister on 3 previous occasions as an in-patient over the last 6 years, and it seems to take the medical staff days for any records, with relevant patient history details, to be found, if at all. And a week after my angioplasty I was sent an admission notice to Harefield Hospital for... an angioplasty! So, in this world of scarce resources, I'd suggest you juggle funds to overhaul the record system. (And, since resources are limited, why not encourage patient's relatives to bring in extra food to supplement the canteen's efforts?)

Story from NHS Choices

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Response from Lister Hospital

Thank you. It is good to get feedback that reflects the hard work and dedication of our staff. That said, however, you raised two important concerns about our service around our hospital food and health records system.

First let us comment on the meals we provide - we are sorry that you were not satisfied with the food during your stay. Members of our catering team are always happy to meet with any patient and/or their relatives to discuss their experience. All our food is sourced from accredited suppliers to national quality specifications. Our menus have been assessed by qualified dieticians and included dishes developed as part of the Better Hospital Food scheme.

Clearly it is better that where people have concerns about the meals we provide that this happens while patients are still in hospital. The best way to do this is to request a visit from the catering staff via the nurse in charge of your ward. Alternatively you discuss this - or any other issue - further with our patient advice and liaison (PALS) team by calling them on 01438 784779.

Turning to the issue of our health records, you have raised some important matters that we would be glad to discuss with you should you wish to do so. You can do this through contacting our patient advice and liaison (PALS) team by calling them on 01438 784779.

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