"A hospital is a hospital, and ..."

About: Royal Blackburn Hospital

(as a relative),

What I liked

A hospital is a hospital, and I am sure no one is meant to like it, it should be clean efficient and one should enter it feeling that the will have the good quality of care when you enter and leave having felt they had received it. The building is new and therefore pleasant in colours and furnishing etc.

What could be improved

Poor initiative shown by Staff, no working in advance of patient requirement, responding to events rather than anticipating natural event, poor co-ordination between levels ie Doctors Nurses. Anyone can see the amount of useful time wasted by poor level of management through all levels. Cannot understand how all the external consultants can be employed and come up with nosolutions to motivation and job satisfaction. Lack of understanding that a patient is actually a customer. Parking-Parking-Parking should not be a penalty when visiting regularly a sick relative, a scheme of vouchers or something needs to be devised. I am sure you leave the place feeling it was a new hospital with all that offers but dragging the baggage of the old habits of a old hospital.

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Response from Royal Blackburn Hospital

I’m sorry that you felt that the area you or your relative were cared for left you with concerns re the lack of anticipation and co-ordination of care needs. Without knowing when and where you had this experience it is hard for me to comment specifically but we do have 2 key pieces of work that aim to address most of the concerns you raised:-

1) Every year each ward will undergo a Practice Review which is like an in depth MOT from the perspective of a patient. We commenced this programme last spring and aim to highlight good practice (to aid morale, sharing and job satisfaction) as well as require improvements. Already we have evidence of its benefits a lot of which come down to ensuring that people’s roles are clear, care and allocation of work is well co-ordinated and teamwork is lead on a shift by shift basis.

2) In recognition that patients are vulnerable customers our ‘Being with Patients’ programme uses actors to convey to staff what it means to be a patient or relative and how their attitudes and actions (no matter how seemingly small) can really make a difference positively or negatively. We have a website which explains this further which you might be interested in going on www.beingwithpatients.nhs.uk

Regarding parking – we do indeed have a scheme offering a reduction in payments for people visiting regularly; I’m sorry the staff didn’t make you aware of this scheme and action will be taken to ensure more visitors are informed of this scheme

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