"A&E and Urology"

About: Pilgrim Hospital

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Experience of A&E on three occasions at different times of day, I was seen by a competent person within an hour or so - testing was extensive and meticulous, and conclusions presented in an understandable way, although comments from some staff assumed that I did not understand any form of technical language. During my stay in A&E, more than four hours on one occasion, no-one thought that I might need a drink perhaps, or even some food. The 'care' aspect of the experience was disappointing.

Urology - as a result of conclusions made in A&E - I could not have wished for a more comprehensive caring, well-informed team of people over the fours days I spent under their care, leaving with an ongoing care plan with which I was asked to agree. A* for this department.

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Response from Jennie Negus, Deputy Director of Patient Services, United Lincolnshire Hospitals NHS Trust

picture of Jennie Negus

Thank you for telling us about your experience and I am pleased that on the whole everything went well. I take your point about technical language but we do encourage staff not to use jargon as many patients don’t understand it so sometimes it is difficult to get the balance right. Your comments about food and drink during your stay are important to us and I know that our nurse consultant and matron will be interested to read them especially as this was an issue highlighted in a recent patient survey and the team have been looking at ways to ensure this is addressed. There are facilities for providing refreshments and some of the work has been about reminding staff in a busy environment to check with patients; obviously not everyone is permitted until they have been seen by the medical staff; but certainly adequate fluids / hydration is very important. Thank you again for leaving us this feedback - please be assured that it will be appreciated by the team in A&E and also urology.

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