"Carlisle and Hexham hospital much better!"

About: Freeman Hospital

What could be improved

Waiting times in the Radiotherapy Department are terrible, there is no communication about reasons for delays, when questioned staff simply shrug off complaints. On my discharge I was simply handed a discharge paper and told if I had any problems to contact my own Doctor. It seemed that I never got the same staff members twice running, nor did they tell me what their position within the hospital was, ie radiologist, nurse or whatever. The receptionist certainly needs training in customer care. I hope I never have to attend again. Having cancer is a very depressing thing, and very stressful and I feel appointments times and attitudes could be improved. I also found the toilets smelly, how often are they cleaned. The only good comment I can make is that the WRVS canteen supplies excellent coffee!

Story from NHS Choices

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Response from Freeman Hospital

Thank you for taking the time to post your comments on NHS Choices regarding your radiotherapy treatment and your visit to Urology at the Freeman Hospital.

We are very disappointed that your experience was stressful and that you feel appointment times and attitudes could be improved. Your experience is clearly not acceptable and the issues you have highlighted will be raised with all the staff who work in the departments involved in your care.

Please be assured that all areas of the department are cleaned daily with the toilet facilities cleaned twice a day and checks in-between and any reported concerns acted upon immediately. Senior staff will ensure that spot checks are performed on these in addition to the regular cleaning and checks by Hotel Services.

We would be keen to discuss your experiences in order that they can be addressed and so we can review how best we could have improved your experiences and ensure future patients experiences meet our expectations. It would therefore be very useful if you could contact Matron Sally Ridley, Urology, Debbie Bennett, Radiotherapy Services Manager at the Northern Centre for Cancer Carer or Mr Paul Anderson, Patient Relations Manager on 0191 233 6161. Thank you in anticipation.

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