"Care & nursing staff friendly but doctor's didn't listen"

Thank you so much for your feedback, it looks as though you have had quite a comprehensive conversation with our volunteer and I'm very grateful for your time.

I'm glad you are happy with the nursing staff, care staff and the environment. For me, it looks as though you feel that you have not been fully involved in decision making around your care and treatment, and that disappoints me. Your input into our decision making is more important than anyone's and we should not be making any decisions about you without your full understanding - I'm really sorry that you feel it hasn't worked like that this time.

We have a little document called 'getting to know me' that we often ask our patients to complete early on in their admission if we feel that they may have difficulty in making their opinions and choices heard, and again, I'm sorry that it sounds like we haven't utilised this with you. This document helps us learn a bit more about you, from what you take in your cup of tea, to your family make up and your beliefs.

It sounds like we could be doing better at identifying people who would benefit from this, or simply just making sure everyone has one and that all of our staff can see it.

I see you were unhappy with the time it takes for our staff to answer buzzers - this is something that we do try our hardest to get right every day,however depending on the needs of the ward, is sometimes done better than others. I'm sorry that you feel it hasn't always been great in A11 - we'll keep trying to get better at this.

All of the issues you have commented on are very important to me, and the team as a whole. This type of feedback is really useful in highlighting the areas in which we aren't quite getting it right yet and I'm sorry your experience hasn't been entirely positive. All of your comments will be shared with the wider team to ensure we continue to improve our communication and patient-centred approach.

Thank you again.