“It’s difficult to get to the security office to ask them to sort out parking issues”.

77 patients completed an in depth survey undertaken by Sodexho to try understand this. Areas for action as a result include:

• menus not being available,
• snacks not offered between meals,
• no choice of whole meal bread and
• receiving both food courses together. 

Whole meal bread is now available on all wards. The issue of snacks has been raised with the service provider and highlighted with nursing staff through the house keeper training. The issue of receiving both courses together is being addressed through Housekeeper training/meeting, staff are being made aware of the Meal Service Procedure. The Service Providers are looking at ways of ensuring that menu changes are being kept to a minimum.

A new system of working has been adopted. The Concierge will work in a two person team with the patient liaison officer working closely with the volunteer desk to answer patient queries and advice,  ensure all telephone calls are triaged and all comments cards and web based feedback is captured and responded too quickly.

We cook with very little salt in line with department of health guidelines for a healthy heart. Salt sachets are freely available for you to add salt to your liking. If there are not salt sachets on your tray please ask a member of staff.

“I spend a lot of time waiting for ambulance transport in out-patients. I am diabetic and it causes real problems to go for such long periods without food or drink”

We now provide sandwiches and hot drinks for patients who are diabetic and waiting for transport. We also supply hot drinks for any patients who have been waiting for transport in the out-patients entrance for a long period of time. This has been arranged with support from the WRVS café.

“I can never find any wheelchairs”

The Foundation Trust has taken delivery of over 100 new wheelchairs which are based at all entrances. The wheelchairs are a new lightweight design and were especially imported from the Netherlands.

“I can never get though to maternity for choose and book, this is really frustrating!”

We have installed an additional line for choose and book, dedicated to our maternity services.

“I want to give birth in an environment that is more like home”

We have recently opened 2 new “home from home” rooms with water birth facility. The rooms are now in regular use and appreciated by parents.

“You have no hand gels or hand washing stations for visitors”.

We have embarked on a new ‘stop, gel, go’ campaign for all visitor’s. This means that there are alcohol hand gel stations available at all entrances. There is a huge poster campaign around the hospital to remind all visitors of the important of infection prevention and to assert our commitment to reducing infections.

“I want the Trust website to reflect the views of the actual patients, and I want to know how to get involved”

The trust website was revised and relaunched to more accurately reflect the needs and views of our service users. We now have real patient stories and a whole section on involvement.

“ I want help and assistance when I get to the hospital. It’s so large to find your way around”

The Foundation Trust now has a Concierge service to assist all service users at the entrances. The successful volunteer service also now does a ‘floor walking scheme’ where we take people to their destinations.