"Overall good medical care"

About: The Heart Hospital

My father had his bypass surgery at the Heart Hospital earlier this year. All the doctors and specialist nurses were professional and helpful in every way to help my father settle down from admission to discharge. I would also like to thank the intensive care unit staff with their great care and attention to detail after the surgery, we cannot ask for better care. Despite the above, once my father was transferred back to the normal ward, things went slightly downhill. I did not know until my father mentioned it to me months after his surgery that one or two individual nursing staff was not helpful at all. An example was when he needed the toilet during the night and required assistance, it took absolutely ages for a response after ringing the alarm. When they did come, they just stood there without even attempting to help him out of bed. I understand that staff is busy looking after several beds at the same time, but as we can imagine as a patient who just had major surgery, the pain from the wound as well as the discomfort will be tormenting and a helping hand is what they need, my father did not feel he had the support. Even simple things like giving ice cold water when we specifically asked for warm water shows the lack of attention to detail. Overall was good without major issues, though we thought the medical team discharged too soon! We would still like to say a big thank you to all the staff that were involved, though attention to detail may be something that needs looking into for any future patients visiting the hospital.

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Response from The Heart Hospital

Thank you for taking the time to give us your feedback. We're so pleased you were happy with the majority of care and attention your father received and will feed this back. However we are very sorry to hear that there were also some concerns over regarding the way your father was cared for on the ward. If you wish to discuss these concerns further we would be grateful if you could contact our Patient Advice and Liaison Service (PALS) via pals@uclh.nhs.uk or by calling 020 3447 3042 so that we can look into this.

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