"97% patients would recommend- I doubt these..."

About: Wansbeck Hospital

Having had to go into Wansbeck at the beginning of the year for surgery I can testify that no-one on the ward I was on was happy about the aftercare. It felt like staying in an asylum - the constant noise during the night of pump alarms going off (due to mismatched bottle and feed lines) people being put on bedpans with an almost assure3d result that sheets had to be changed, patients shouting in other wards which could be heard wherever you were as ward doors remain open. I felt sorry for other patients who were trying to recover from more serious surgery than mine ( gangrenous appendix), they saw a different doctor every day, each with a different idea on treatment - I could go on, but there is little point. The food has nil nutritional value - it is the same brown slop served up with potatoes, cheese etc - the pudding are cheap, synthetic rubbish - I ended up getting food brought in. The aftercare is appalling - and it's mostly due to cutting costs not staff error. How the staff find the enthusiasm to go into work every day I do not know - they are as fed up as the patients - in fact a lot of the staff I spoke to would desperately like to move to the new Cramlington hospital in the vain hope that things might be better there when it opens. If I had a choice now for where I could go for treatment I would avoid Wansbeck like the plague - which is probably all that it is good for.

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Response from Wansbeck Hospital

Dear Sir / Madam, Thank you very much for sharing your experience with us. It is naturally extremely disappointing to know that we have failed to meet any of your expectations of high quality care. You sound very let down by our service and I am genuinely sorry that this is the case. It is not how we would want anyone to feel leaving one of our hospitals. We do take the time as organisation to listen to patients and families and we recognise that their feedback really helps us to continually improve. It is therefore not in our interests to create a false impression of how we are doing and it saddens me that you believe that we would make our performance up ? The statistics you quote of 97% of our patients recommending the Trust are based on patient surveys that are independently gathered by a company in Oxford. They speak to thousands of patients on our behalf and we know this external validation is important. For me however, the issue here is less about that and more about your own experience.The concerns you raise are many and are serious in nature. It would be helpful to meet with you directly to address these in a respectful manner . if you would be willing to work with us on that we would be extremely grateful. My email is annie.laverty@nhct.nhs.uk - if you'd like to get in touch I can arrange a meeting with senior members of the surgery team who I know would be keen to investigate your concerns. I have in addition shared your comments about the food with our Director of Estates and facilities. I hope you will be able to come back to us - regretfully we can do nothing more while your comments remain anonymous. With best wishes and thanks again, Annie

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