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Written by a patient
3rd September 2017


I have been to casualty and the neighbouring departments a few times over the last few years as a patient and relative. A&E is really hit and miss, more often than not miss. It does not seem to make any difference whether the department is busy or not (you can tell by the buzz and movement of staff how busy things are). One thing you can guarantee is that it is dirty. During my last stay in a casualty holding department I told a staff nurse the toilet in the bay I was in had no soap, overflowing sanitary bin and overflowing paper towel bin, she said the cleaner would sort it out. 12 hours later I saw a cleaner make a feeble attempt of sweeping up the debris under my bed. My husband said in casualty there was a collection of dirty sweepings that were left there the whole time we were in the department, over 6 hours. A staff nurse dropped a plastic cover for the probe to take temperatures taking my temperature, she noted she dropped it but just left it on the floor. Lack of cleanliness must be an organisational culture issue. Some of the in patient and A&E medical staff including senior medical staff e.g. consultants are polite and some are just rude bullies. Some customer service training in bed side manner would not go amiss in this trust. Staff often look sloppy. Food not the best. Catering staff should visit some other trusts locally on how to cook and serve hot tasty food.

Recommend
Dignity/Respect
Involvement
Information
Cleanliness
Staff