"Lack of staff running on empty both nursing and..."

About: Medway Maritime Hospital

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Get your observers to get onto the wards now, I've stayed just one week on Keats so far and no wonder you are on special measures. The heat is unbearable, the staff have no time to complete tasks before being called off to fire fight to deliver crucial nursing and medic tasks, pharmacy not sending meds to the ward when ordered then emergency pharmacy not having the right need to cover it. Neuro team reviewing a vulnerable patient by reading only the notes and not even seeing the patient !! What the heck are you doing, oh yes, I did see the chief exec reviewing the new meal contract! Get a grip!

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Response from Suzanne Brooker, Head of Patient Experience, Medway NHS Foundation Trust

Thank you for your recent feedback.

I was sorry to read of your poor experience, please accept my apologies.

Your observations of the daily staff activity within the ward is a reflection of the constant demand the staff are placed under, however this cannot be an excuse for poor patient care or poor experience.

The complexity of patient need coupled with constant interuptions and disturbances add to an already busy schedule which can at times, stretch the staffing levels beyond capacity.

I have hilighted the issue of medication to the pharmacy department so that they are aware of the impact for patients and their families as well as hilighting the issue of lack of patient engagement and discussion with the Neurology team and their approach to patient management.

Thank you for bringing these issues to our attention for appropriate action.


Suzanne Brooker

Head of Patient Experience

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Response from Medway Maritime Hospital

I am sorry to hear about your experience of being an inpatient on Keats Ward. The ward is based in the older part of the hospital building where it does get warm and the temperature is more difficult to control during warm spells of weather. The temperature can get uncomfortable, we recognise this, and have taken actions to tackle the issue. A number of new fans have been purchased and new blinds are due to be installed shortly, which will help to keep the ward cooler. It is concerning to hear your comments about pharmacy/medication and your observation around the review of a vulnerable patient. I would like to discuss these matters in more detail with you to understand and resolve any issues; I have provided my details below and hope you will get in touch. Thank you for taking the time to bring these matters to my attention. Amanda Epps Keats Ward Manager Email: amanda.epps@medway.nhs.uk Phone: 01634 830000 x3706

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