"Hospital admission to good hope hospital ward 16"

About: Good Hope Hospital / Colorectal surgery

(as the patient),

I was admitted to Good Hope Hospital recently for a bowel cancer operation, Firstly I would like to say that the staff on the ward was pleasant and caring.

As someone who works within the NHS, I personally feel that during my hospital stay there were areas of concern which I would like to bring to your attention:

On admission to the ward 16 my named nurse did not introduce herself to me and I was not introduced to my named nurse throughout my hospital stay.

The ward manager did not introduce himself to myself throughout my stay which I feel is very poor, I liased with the other ladies in the 6 bedded unit and they also did not know who the manager was, I feel this was poor practice as I always introduce myself to patients and relatives, meet and greet, Hello my name is, this installs a positive approach to the admission progress which can be a very daunting experience.

I strongly feel your discharge procedure needs attention the waiting for medications and a discharge letter is a very lengthy process, I was informed that I would be discharged home the next day, I had to wait for several hours that day for medications which was only 2 items and a discharge letter, several patients complained to myself about this system as this area is supposed to expediate discharge. Whilst in the discharge lounge there were several patients waiting for transport or medications, one poor lady who had memory deficits was left in this area from the ward she was very confused, attempted to get up on several occasions and nearly fell over, no one was watching this lady, she then was found to have been heavily incontinent of urine which had caused her distress, then a member of staff approached her and told her that she would not be going back to the care home on that day and that she would be returning back to the ward. I really feel this discharge area requires to be discussed, why is there such a long wait and why is there not staff to sit with confused service users offering support and reassurance to allay any fears that they may be experiencing, I did complete a feedback form on the ward to make my concerns known.

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear monroe

thank you for your feedback following your admission to Good Hope Hospital.

I am sorry to learn that you found several areas of concern, and do appreciate that you have taken the time to highlight your concern, both by way of your post and also completion of your feedback form at your time of discharge.

I will ensure that your comments are highlighted to the Ward Management Team on Ward 16 so that your feedback can be noted, and all staff can be reminded of the importance of identifying themselves to their patients. The trust as a whole advocate and promote the #hellomynameis campaign and all staff are encouraged to introduce themselves by name to all patients. I am sorry that consistently in your experience this did not happen.

With regard to your discharge lounge experience, I will highlight your post to the Matron for Discharge Lounge.

I would like to be able to feedback to you more individually so can I ask you to please contact me at your convenience to enable me to obtain some more information? I'd be most grateful and look forward to hearing from you. You can either call on 0121 424 0808 or by email: marie.helebert@nhs.net

I hope this is acceptable. Once again thank you for taking the time to provide your feedback, patient experience is very important to us.

Kind regards

Marie Helebert

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