"Disgraceful"

Dear Madam,

Firstly, thanks very much for getting in touch. It is really important for us as an organisation to listen well to all the feedback we receive every year from patients and families – we know it allows us to pay proper attention to the things that really matter.

I am really sorry that your experience of our care on the Gynaecology ward at Wansbeck was so poor, both in terms of the attitude of staff and coordination and consistency of our care. It is not the kind of feedback we are used to receiving about this team.

Each year we invest a lot in seeking out the views of more than 30,000 patients. Last year more than 250 patients were interviewed about care on that particular ward – 99.6 % of patients felt they were treated with respect and dignity, 98% reported very positive relationships with the doctors and nurses they saw and more than 90% would be highly likely to recommend the ward and service to family and friends.

I appreciate that none of this will be of consolation to you when your experience has been so different – but I hope it does help you understand why I am surprised and very concerned to read your note. I want find out more. I would therefore be very grateful if you would get contact me on annie.laverty@nhct.nhs.uk – it will give us the opportunity to learn and to act swiftly on what needs to improve from your point of view.

Thank you and sincerely,

Annie Laverty

Annie Laverty – Director of Patient Experience