"Great staff, unclean and very poor communication"

Relative was recently admitted to Ward 18 after a stay in Cramlington (which I can only rate as superb care) the nurses and health care assistants on ward 18 have been amazing. Very helpful and showed my relative an extremely high level of care. What has been disappointing however has been the communication within this hospital. Consultants changing and not advising my relative or NOK, consultants secretary’s not being helpful at such a stressful time and passing on incorrect or conflicting information, difficulty often in getting through to the ward as switchboard rings and ring then cuts off if left unanswered and at times different information being passed to different relatives. Highly disappointing at a time where anxieties are already very high worrying about diagnosis and outcomes. It certainly feels that unless patients have family members to advocate on their behalf, they are often left in the dark in regards to their care. Furthermore, the cleanliness of this ward could certainly be improved. One evening a domestic was witnessed “cleaning” in between beds however failed to reach an empty medication pot that had been under a patients bed since earlier that day. Dust in corners, caps from syringes and medication pots left on patients personal tables. At times on evening malodours were present, whilst this is appreciated it can’t always be helped, it would be of expectation that such odours would not be present almost an hour later;

Staff not following hand hygiene processes quite in the way that they should in my opinion (not washing their hands after every form of physical interaction) Not surprising this hospital is closed to visitors due to outbreak!!!!! Disappointing to say the least. Too many senior managers and not enough nurses in my opinion!!!