"The little things"

About: Royal Preston Hospital

"hello my name is" is an incentive at many hospitals, but RPH staff failed approximately 90% of the time to either introduce themselves, or have an identifiable badge in clear view.

Non-descript scrubs are worn by many staff, so you have no idea to which level of staff you are speaking.

Hand washing, hand gel and gloves are not used nearly enough.

Water should be freely and readily available, patients should never have to wait for water.

Communication was non existent, leaving patients and relatives in the dark makes them fear the worst, or feel that they don't matter.

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Response from Rhona Hartley, Head of Patient Experience and Customer Care, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for taking the time to provide your feedback. The Trust has, over the past 18 months introduced a number of initiatives (including the #hello my name is initiative) to focus on, and enhance communication with patients and relatives. Consequently, it was really disapppointing to hear of the poor standard of communication you experienced.

We were also disappointed and concerns to read your comments about hand hygiene and the availability of water for patients.

Whilst your comments have been shared with senior clinical and managerial staff across the organisation to share with their teams, we would welcome the opportunity to discuss your concerns in more detail if you would be happy to do so. If so, can we ask you to please contact our Customer Care department on 01772 522521.

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