"I was impressed with the communication ..."

About: Lister Hospital

(as the patient),

What I liked

I was impressed with the communication prior to my stay in hospital, for the most part it was fast and helpful.

When actually in hospital I have to say that my consultant had a kind manner and explained everything just prior to surgery. This made me feel much more confident.

The food was lovely and the ladies that brought it round couldn't do enough, so thank you.

What could be improved

I am aware that the nurses have a very difficult job but the attitude is horrendous. While in hospital following thyroid surgery I noticed that (not all but) most of the nurses seemed fed up and not in the least bit interested in taking care of their patients. One woman in the bed opposite me found it hard to get in and out of bed to go to the toilet, she was asking for assistance and calling out for over an hour while the nurses went about other business. I woke on my last day to hear a nurse discussing me and my bad nights sleep with the patient in the next bed, saying she shouldn't have to put up with people snoring (embarrassing enough for me as it is!!). I was moved in the middle of the night to another ward because someone needed my bed and then the following morning I was hoiked out of my bed just after breakfast so someone else could have my bed. I know they are under pressure but I was patient too.

Anything else?

In summery, everything before the stay in hospital and the surgery etc was top notch, but the stay on the ward was awful!

Story from NHS Choices

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Response from Lister Hospital

While glad that our processes worked well before you came in to the Lister, we were disappointed with your experience of your stay on one of our wards. We know that the following line is often trotted out in all sorts of situations, but we get so many letters and cards expressing the exact opposite. So something wasn't right when you stayed with us.

In no way should this response be seen as negating the validity of your experience - it clearly wasn't good enough and for that we are sorry.

It may help to let you know that we are looking at a wide range of issues currently to improve patients' experiences of all aspects of the care and treatment provided within our hospitals. The intention is to raise standards generally, but also to uncover where practice on the ground may not be up to scratch. This work, which is now underway, will be on-going in order to keep standards high in future.

Finally a word of advice, especially for those reading these comments. The best time to tackle any issue is while you're on the ward. If any patient or their family/carer is unhappy with the quality of care provided on one of our wards or units, then please do speak to the nurse in charge or the duty matron. Part of their role is to hear what patients have to say about what their experience - both good and bad. When the latter happens, it also allows them to put things right.

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