"Filthy vending machines makes a filthy hospital"

About: South Tyneside District Hospital

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I visited southtyneside emergency dept this my mother at 11.00 18th may 2013, I had a simple complaint to make which I feel is so complicated to resolve it leaves me feeling I know why things just aren't sorted in complaints as it seems the front line just don't want to know. The consequences of this complacency is in my eyes far fetching. My simple complaint was the buttons on the vending machine were so dirty you could grow potatoes on them, infection control should be no. 1 you have hand wipes etc. I told girl on reception who said complain to girl on reception as she wasnt intersted. At the main ER reception I complained there, she said 'well they are not responsible for the hospital vending machines' so they just aren't responsible for them. I wasn't looking for excuses or how to pass the buck all I wanted was to give a simple complaint At a quiet time So Not the right answer .... I said would they let a bin company leave dirty bins in there, so why a vending company with filthy machines. She didnt want to know, I then requested a form to fill in, she handed me a 4 sides of reading about how to to complain but I said I wanted to leave written complaint there and then, she said I had to go thru this form, after returning home it seems you do have something to fill in but she didn't tell me about it, I had tried a verbal complaint first which is all I thought was necessary but she didn't want to know, there was nobody at the desk during this time so she wasn't busy. I would like assurances that your machines in the hospital from 3rd party company's and third party companies who have access to your facilities have to adhere to the hospital standards of hygiene.

Story from NHS Choices

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Response from South Tyneside District Hospital

Thank you for taking the time to post your recent experience of our services on the NHS Choices website. I fully apologise for the manner in which your verbal complaint regarding the cleanliness of the vending machine in A&E was handled. We take all complaints , verbal and written, very seriously and you should not have been passed from person to person to make a straightforward complaint about an issue of cleanliness. I will ensure your comments are forwarded to the appropriate staff for action and will also ensure staff in reception areas are reminded of the correct procedure for receiving and forwarding complaints. Kind regards Lorraine Lambert Chief Executive

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