"Specialist care fantastic, but improvements could be made on general wards at Queen's Medical Centre"

About: Queen's Medical Centre

(as the patient),

My experiences concern three areas:

Heart - In each case (3 events) the care, thought and professionalism show by every individual in these departments was first class. How the (seemingly overworked) staff responded to my feelings, yes even the doctors, was exceptional. A feeble joke always got a smile or, when better aquainted, the deserved groan, quietly concerned to ensure the best was being done.

Gall stones - A few frosty looks initially encountered, not unreasonable as I had been despatched towards the heart wards with chest pains. Eventually Gall Stones were established as the problem. Treatment, once settled, again first class. Not enough room to give proper praise. Surgeons, nurses, orderlies great.

Pain clinic - Lumbered with me for some time now. So how do you say an ongoing thank you to a really fantastic team. Their "oh so" serious leader really has got a sense of humour (well now & then). His team is something else. Words like dedicated, thoughtful, kind, give you the idea.

General wards - OK this is number four I know, and a real moan. When in one I appeared to be just waiting; fair enough. But they became depressing and often none too clean - one was also quite dark. Some of the staff that treated me appeared unmotivated and uncaring. I had difficulty in making out what some of the staff were saying as their English was not clear and appeared to be laughing and playing the radio loudly at their night time nursing stations. Most other patients frightened to ask for less noise. As for the day time, they appeared quite happy to leave medicine distribution three hours late, even when obvious pain killers were involved, and it seemed enough bodies were available for authorised distribution.

Patient's daughter's views:

Some staff are exceptional, some staff are not. The general wards are the worst. I know the mix of patients are difficult to handle but you have to get a grip on noise levels, make patients feel secure and not threatened by other patients, and present a calm, efficient place to be ill in. Staff have to be available in sufficient ratios to reassure patients (inc. speaking clear English), to dispense medicine, provide information and keep order. On one occasion an off the cuff comment by an A&E nurse cutting through my father's dignity, in my opinion, amounted to gross misconduct.

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Response from Chris Hughes, Digital Communications Manager, Corporate Communications Team, Nottingham University Hospitals NHS Trust

picture of Chris Hughes

Thank you very much for taking the time to share your positive feedback about the services and care you received at one of our hospitals. We will forward your kind comments on to the department in question.

We would like to apologies for the level of noise that you experienced at night and for the distress that this caused. The Ward sister will share your experience with her team and remind them of the importance of trying to be as quiet as possible during the night shifts.

You have also highlighted several areas of concern in the customer and clinical service you received during your visit to our hospital. These are issues that do need to be addressed by us.

Please could you contact our hospital on 0800 183 0204 so we can investigate further and provide you with a full response.

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