"Bad second visit"

About: Queen Victoria Hospital (East Grinstead)

I had a good experience last year and was treated with great professional care,so on a return admission this year i was surprised at the difference in staff attitude and general lack of time given to patient comfort. Having not eaten since 6.45 in the morning ready for surgery and feeling rather sick after,i was returned to the ward at 7.30 pm needing to rest and was confronted with a large group of visitor by an opposite bed who were really loud,but when i mentioned this nothing was done to make these visitors aware that i and the lady next to me were both trying to sleep after our operations,we were both to late up to get supper so a cheese sandwich was brought but i do not eat cheese so was given 2 digestive biscuits, as ham had run out ! Not wanting the biscuits,i later in the night asked if i could have a cup of tea as i felt very empty and was told yes dear you can make as much tea or coffee as you want in the day room,help yourself.Light headed and wobbly after my op i wondered with my drain and made my own.....What a difference a year has made....... After a sleepless night i was given a tepid bowl of porridge and a rock hard croissant for breakfast as i had not filled in a menu form the day before,so nearly 24 hours with practically no food.Shocking!

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Response from Queen Victoria Hospital

Dear Anonymous Thank you for taking the time to post your comments. We are sorry to learn that your recent stay on Canadian Wing was not as good as a year ago. This is not the experience that we aim to provide at Queen Victoria Hospital and we would like to apologise for that. It would be helpful to discuss the issues you raised regarding staff attitude and lack of time given to patients, which is very concerning and we would be grateful if you could please contact either Kathy Brasier, Matron for Canadian Wing on 01342 306670 or myself on 01342 414355 so that we can look into these specific issues further. Matron Brasier will discuss this feedback at the next ward meeting which is due to be held on Monday 13th October 2014. She has also invited the Head of Hotel Services to this meeting to address some of the issues that patients are experiencing regarding food. This includes comments such as yours and our aim is to work together to ensure that patients recieve a better catering service in the future. Staff at this meeting will also be made aware of the comments made about the nursing input and how you felt during your admission. This will include staff providing hot drinks to patients despite the accessibility of the drinks trolley in the dayroom. We will also endevour to address those patients who have an excessive amount of visitors, restricting this to two per bedside, this will again hopefully avoid any future similar experiences. Kind regards Nicolle Tadman, Patient Experience Manager

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