"Colchester General Hospital Visit Feedback"

About: Colchester General Hospital / General surgery

(as the patient),

I recently had an operation to remove an outsize stone from my kidney that would not break up under ultrasound treatments in the urology section of Col Gen. The staff from nurses through to doctors & consultants were excellent, the ward staff were always near by & very attentive. The ward I stayed on was spotless, well organised & welcoming, a top experience of our healthcare system.

What would I improve? Three of us on ward were waiting to leave & a time could not be given, in each instance we were trying to coordinate transport home which is tricky given working or childcare commitments. If a target release time could be given & actively worked to by the care team, this would be of great assistance.

How could the Nurses be supported better? As my experience was not negative, it's hard to give feedback, but I would make one point. Another (day) patient wanted to get out of the ward asap after his procedure. He was very abrasive to the nurses & clearly not happy at the system, being quite nasty to them. If this 'client' had been in any other environment he would have been asked to leave the premises, possibly banned. The Nurses need support, & a system whereby they can tell a coherent patient that unless he calms himself he will not be welcomed back into that facility unless its for emergency treatment. Behaviour like this is unfair & not good for staff morale, shows a weak 'support' system for the Nurses & should not be tolerated.

The only negative comment I have is linked to the Col Gen appointments system. Letters come through & you call the number to confirm attendance or make a query, these were never answered & always went to voicemail. Every time I left a message to confirm attendance, I was duly called 5 days before my appointment to confirm attendance as I had not called to confirm?

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Response from Paul Searle, Head of Communications, Colchester Hospital University NHS Foundation Trust

picture of Paul Searle

Thank your for your kind words and also for your constructive suggestions, which I will forward to various colleagues, including our director of nursing and staff who deal with outpatient appointments.

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Update posted by 2009fredster (the patient)

I wrote and defined the quality process for a multinational vehicle manufacturer. The vehicle repair process is not that different to the healthcare process in terms of appointments, emergency repair, communication, update and hand back. Given the focus the automotive vehicle manufacturers have put on lifting their quality of customer care to improve customer satisfaction you may find some parallels to improve service.