"Unethical, uncaring."

I'm sorry to hear that your experience at the Gordon Hospital has not met your expectations. The Trust has a robust complaints procedure in place and we would urge anyone who is not satisfied with the facilities or the conduct of any member of staff to contact the Trust directly. In the first instance the Ward Manager or Matron may be able to resolve some of your concerns, however if you are still dissatisfied please contact the Patient Advice and Liaison Service or Complaints team to voice your concerns. Details of how to contact these services are available on our website here: www.cnwl.nhs.uk/contact or from a member of staff. In direct response to the concerns you have raised here, I hope the following explanations may provide some answers: Food We have worked hard to raise the quality and quantity of food available at the Gordon Hospital. Recent surveys and meetings with service users have provided feedback that the food quality has improved and that the portions are more generous. Books and games / equipment The hospital relies on donations of books and games and acknowledges that some of the past donations have now become worn due to frequent use. This has been raised with all of the wards and we are currently planning with service users to purchase new games, puzzles and books. A Nintendo Wii and computers with internet access are also available on the ward for entertainment. Piano The piano was a donation made to the hospital some time ago and indeed is in need of repair. We will look to see if it is repairable and the cost to do this. A donation has recently been received from a service user and carer at the Gordon Hospital, and we will seek opinion from service users about whether some of this money should be used to repair the piano. Water dispenser The hospital has a number of hired water dispensers available for staff and users. The hiring company is responsible for repairing faults and on this recent occasion they took some time to attend and repair the fault. However, we are pleased to say that this has now been rectified. Roof garden and access to fresh air The Gordon Hospital has a central London location and space is very limited. The location is also on a busy road near Victoria mainline station, which makes outside visits sometimes unsafe. Improvements to safety have been made which have allowed us now to use a roof garden space for people who would otherwise not be allowed to leave the hospital. Service users who smoke are able to take leave from the hospital if it is safe to do so; however those unable to leave the hospital for even short periods of time can use the roof garden. The roof garden is available to anybody who wants to use it for fresh air, and if they want to use it when smokers are not present they can speak to a member of staff to arrange it. It is worth noting roughly half our service users are admitted informally and therefore can have regular leave away from the hospital. For those admitted under the Mental Health Act there have to be restrictions but we work with Service Users to reduce the restrictions as their mental state improves.