"A big change of care in last 6 years"

My doctor sent me to A and E at King George Hospital with abdominal pain and vomiting. I was soon through the registration process into Majors. There I was well cared for and finally sent to MAU for few hours until transferred to Heather Ward. I was diagnosed with intestinal obstruction and treated medically until eventually the obstruction cleared without surgery this time. The same thing last happened to me in 2008 when I was admitted to Heather Ward. At that time the nursing and medical care was poor. No one introduced themselves or wore name badges and the whole atmosphere was noisy and I couldn't sleep for the week and was left afraid to return. I wrote to the Chief Executive and Director of Nursing at that time. I am so pleased to report that this time everything was so different. From the time I entered the doors until I was discharged I was treated with kindness, dignity, friendly politeness and professional care. In a six-bedded ward I was able to observe and hear the care of the other patients - they were mixed ages and one quite challenging but everyone treated very well. Bells were answered quickly and people taken to lavatory or given commode without delay. The doctors all introduced themselves and were professional in their approach explaining the procedures and treatment in most appropriate way. I was particularly impressed with the junior doctors as their manner was respectful and gentle giving patients confidence in their treatment. The nursing care by all grades of staff was excellent. The ward sister was on leave but the Sisters led by example and all staff day and night worked together to ensure good care of all patients. The atmosphere was quiet and caring and professional. Treatment was explained and all the patients said they had had been well cared for during their stay. The ward clerk helped all run smoothly in friendly way. Other professionals who came to the ward were pharmacists, physiotherapists, speech therapists (for difficulty in swallowing) and a dietician. All were a credit to their professions. The cleaning was carried out regularly and whole hospital I experienced – A and E. X-Ray and wards were cleaned thoroughly. The meals were served well and were hot and patients were positioned to enable them to feed themselves properly. The smaller water jugs were kept topped up and easier for pouring. I was so impressed by all the porters who moved me and came on the ward to take others to investigations. They seemed to know when to be cheerful or quietly gentle so patients were cared for appropriately. As can be seen there has been a complete change of the attitudes and care of all the staff in the last few years. They all now seem to take pride in their work and have every reason to do so.