"Very different treatment on different wards"

About: Blackpool Victoria Hospital

My mum has been an inpatient on different wards for 6 weeks. Her treatment has varied considerably from ward to ward. I have an official complaint being currently considered and will not raise these issues here, but I wanted to praise the sisters on ward 5. They have listened and supported us through a difficult time. My mum has been treated with respect and has slowly improved. I know they have difficulties themselves to contend with and have always been professional. I am very grateful to them for making my feelings count and including me in my mums care. My ratings are based on the hospital overall, but I will say the cleaning is not upto scratch. My mums belt trailed on the ward floor and was covered in thick dust.

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Response from Eleanor Walsh, Lead in Patient Experience & Engagement , Patient Experience, Blackpool Teaching Hospitals NHS Foundation Trust

picture of Eleanor Walsh

Thank you so much for sharing your feedback. We are always working to improve the services we offer to our patients and their relatives and this starts with listening to what their experience of care has been like to understand what we do well and what we could do differently.

I found reading about your experience extremely insightful. Your story highlights some areas for us to learn from as there should always be a consistently high standard of care across all of our wards in the hospital and I'm sorry your mother has not experienced this. I was disappointed to hear about the cleanliness too as this is not the standard we would expect and I am glad you have taken time to raise these concerns formally so we can look into this.

I will make sure your appreciation of the sisters on Ward 5 is passed onto them as I'm sure they will be delighted to hear that they had improved your mothers experience overall by delivering personal and effective care and taking the time to involve you in decisions about her treatment. If you would like to talk through their professionalism in more detail so we can understand the bits of the experience that went well

we would really value this so that we can try to make it like this for every patient or relative who accesses our hospitals and services. You can contact me directly on 01253 956374 or email Eleanor.walsh@bfwhospitals.nhs.uk

Many thanks again for commenting and best wishes on your mothers continued recovery.

Eleanor Walsh

Lead in Patient Experience and Engagement

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