About: The Queen Elizabeth Hospital (King's Lynn)

MAU......... is what it is, but as my relative lay extremely ill, I had the opurtunity to observe the medical team at work. The pace of the nursing team is swift and at times robotic like, with accuite tunnel vission and uncaring fasard. I feel that if they were to be any other way the department would tumble into a heap. The nursing team looks to manage the workload on a knife edge. Whom ever completed the task and travel template needs to reevaluate and update the model. I strongly believe the unqualified nurses are underestimated and undervalued, they should be allowed to do more. They deserve more responsibility. Stand back and cast your eyes over the department. The pay is an issue between the nurses, listen to the grumbles and you will here. Doctors are different, some will give patients and relatives time to understand and ask questions, whilst others are almost to the point of arrogance and make you feel that enough questions have been asked and that you have run out of time. The man who I believe to be the top consultant is a most caring man and I hope in time that this rubs off on the entire team in MAU. In all workforces there will be the occasional person that's not of the required calibra and will be managed out of the business. I hope the above will be of some use to enable you to see your department from another view.

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Response from The Queen Elizabeth Hospital

Thank you for taking time to comment on your experience and observations whilst you were sitting with your relative on MAU. It is extremely helpful to receive comments from either patients or their family members accompanying them as they are admitted into hospital. It enables us to see our service through the eyes of the service user. MAU is an extremely busy and demanding environment and staff are required to be focused and efficient in order to maintain the flow of patients through assessment and then admission onto the wards but this should never be at the expense of attentive and personalised care. I am glad that you witnessed that approach in some members of staff but I will ensure that your comments are shared with the whole team so that the others may understand and appreciate how they might come across if they lose that focus on each individual patient. The unregistered staff are a very valuable part of the workforce and their role within ward teams is constantly being reviewed and where possible, they are provided with additional training to take on other varied responsibilities to support the provision of care. If you would like to discuss your experiences further I would be happy to receive either a telephone call or email. Thank you, Claire Roberts Associate Director of Patient Experience Tel: 01553 613459 email: claire.roberts@qehkl.nhs.uk

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