"Not bad. Could do better."

My Grandmother was recently in Ward 78 of the "Royal Stoke University Hospital". It wasn't terrible but may I please suggest a few routes towards improvement? 1. Keep "hot meals" hot. The clue is in the name. 2. Listen to the patient when serving meals. Each has their own peculiar needs and habits. For example, my Grandmother - due to being "blind" (written behind her on the wall) - prefers food and utensils to be in a certain place before her. Its not rocket science, after all. 3. Speak up! For example, my Grandmother is "hard of hearing". Announcing your intentions at high volume when entering the room leaves little room for ambiguity as to intentions! Overall, it wasn't a totally bad experience yet a little attention to detail could reach perfection! :) P.S. Plenty of folk do not have access to these kinds of online feedback portals, for example my Grandmother. Provision of hard copies would better facilitate contact. I asked everywhere in the hospital for 'friends and family' feedback forms yet they seem as rare as rocking horse doo-dah.