"the kindness of the Sister in ..."

About: Luton & Dunstable Hospital

(as the patient),

What I liked

the kindness of the Sister in A&E, who kept me informed and brought me a warm blanket, offered me pain relief without being asked,being offered a cup of tea and a sandwich when I was admitted to Ward 23?, a kind night nurse who explained the tv/phone system, amazing staff on Ward 1, from Sister, to tea orderly. A nurse who washed my back, it's the small things which make you feel better. Lovely staff in the plaster clinic. The food was pretty ok, and all areas seemed spotless, cleaning seemed continous. The theatre nurse who took me to theatre was friendly and kind, also the kind porter who talked to me and pointed out the highlights ie the tropical flowers on the covered bridge, and the amazing member of staff from the Departure Lounge. Fracture clinic very efficient considering how busy it is. 90% of the staff made you feel they really cared.

What could be improved

A few times I felt I was left a long time, thinking I was going to theatre in the morning but not until 3.30 pm, a drip was empty and the doctor said it would be seen to but it never was, they just said you'll be going to theatre soon. Some of the more junior nurses seemed a bit offhand, could have been health care assistants. Didn't discover the booklet with uniforms till later. The TV/phone was good but who knows it's got the internet? Only the night nurse told me and also got the card for me.

Daughter came all the way from London after work to visit but the visiting hours were different from the first ward, and seemed to be inconsistent in various leaflets, so she had to sit outside the ward for half an hour. Friends told me it cost 40p/min to phone me, although I could phone out free to landlines. On day of discharge I felt they lost interest in me, left with one foot in a bowl of water! guess they were very busy. Waited around hours not knowing when I was going to the plaster clinic before being discharged, but lovely staff when I did get there. Husband didn't know where the Departure Lounge was, and also given the impression he had to be there before 5pm - not the case, they wait till everybody has gone home.

At outpatients, nearly got a blister hopping across from the car park with crutches, terrible tarmac surface, would be useful to know beforehand that you can drop off at the entrance.

Physios gave me a leaflet, a good idea but didn't tell you how to hop up stairs, when I got home I had only tried it once in hospital and couldn't remember how to do it - a video clip on youtube? or leaflet with clear pictures. Keeping leg elevated - the plaster technician told me that, think the nurse discharging me could have made sure I had the right advice/info as well as the party bag of drugs

Anything else?

I haven't mentioned the doctors much because I just didn't see very much of them, but I do remember being impressed that the consultant introduced himself and shook hands with me when I was wheeled into theatre. Sometimes it's the man makes the tea who has time to smile and say hello who actually makes your day.

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Response from Luton & Dunstable Hospital

We apologise that this comment was not addressed at time of posting. The Luton & Dunstable Hospital has changed the process in which it works regarding NHS choices and these comments are now checked and responded too regularly. However if you have any concerns you would like us to address please contact our Patient Affairs Office directly on 01582 497 002, or email complaints.officer@ldh.nhs.uk

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