"Mixed experience at Windsor House"

About: Mersey Care NHS Trust / Inpatient mental health care

(as a staff member posting for a patient/service user),

There is a lot about this hospital that is really bad. The building doesn't feel like a hospital - it feels dirty, very run down and grotty.

There was a big problem of people using drugs on the wards and in the yard that was covered in butts. Patients who smoked weed knew the staff's routines and how to get away with it. The staff seemed not to know or care what was going on. It's not fair on other patients to have people doing drugs in there and making other people ill.

Most staff members didn't seem bothered and some had a bad attitude. Some staff were great though - a kind cook and a really great night nurse who made time to talk to me and who I felt calmer just for having around. Its just a shame that other staff weren't as interested in their patients.

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Response from Kim Guy, PALS Manager, Mersey Care NHS Trust

Thank you for sharing your experience, Mersey Care NHS Trust is commitment to improving mental health services actively seeks the views and opinions from people who access those services and we are sorry that the care you received did not meet your expectations.

Windsor House is an old building and not purpose built, we endeavour to maintain the environment to a high standard, facilities and ward staff work to ensure the building is clean and tidy at all times.

If illicit substances are found on the ward this will be reported to the police and people are offered a referral to appropriate services.

Mersey Care strives to continually improve the care provided and our staff are an essential component in delivering this, it is disappointing to hear that not all staff met the required standards. Mersey Care expects staff to contribute to improving the quality of services and to take ownership for the delivery of high quality care, to show care, empathy, respect and to challenge poor practice and inappropriate behaviour.

Your comments have been shared with the managers and staff for this service.

If you would like to discuss this matter in more detail please contact the Patient Advice and Liaison Service (PALS), 0800 328 2941 pals@merseycare.nhs.uk or

Kim Guy Patient Experience


  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful