Eastern HSS Council Website - Patient Satisfaction at BCH

At the start they had no beds and said I was getting put back on the list. Then when I phoned back to see what this meant they were able somehow to get a bed the next afternoon, but if I hadn't phoned I'd still be waiting. Also they rushed me and other people out too quickly even though I wasn't ready. I ended up in the Royal for over a week. The only dissatisfaction I experienced was not being admitted on the expected date because there were no beds available. After my initial recovery period my day-to-day living has been improved. I can plan ahead without worrying that I would have to cancel because of an attack and I can now eat a more varied diet. After my appointment with the consultant in March 96 it was over 3 years until I was brought into the hospital for my operation. I also believe that medical records have been lost. I got word to go into hospital on 28th Jan, but when I rang to confirm this there were no beds available. When I was discharged from hospital my GP got no letter of my medication. On day of admission, I was kept hanging about for a long period of time. My only comments are I was brought in on Monday at 4pm and wasn't seen by the doctor until 2.45 Tuesday morning. I don't think this was acceptable. During my stay in hospital I was in a single ward and felt isolated from the main wards. But at the same time when I was not well it was nice to have peace and quiet. I was most dissatisfied with being moved beds. The length of time waiting to be transferred from RVH to BCH, I was dissatisfied with. On the day I was being discharged I was told they were taking my bed at 7.30-8.00am. I didn't think this was very satisfactory. Other people were also going, no-one took their bed. I was left sitting on a chair in a private ward.

All the staff were really friendly and pleasant to all patients. I found the staff to be very helpful as they spoke to the consultant and tried to fit me in for an appointment. Whenever I contacted the consultants' secretary she was very helpful. The secretary altered appointment at my request. I found at the City, the nurses and doctors to be very helpful. The nursing care was very friendly, reassuring and inspired confidence. The staff were friendly and everyone introduced themselves by their first name and asked what my normal name would be. The nursing staff were very pleasant. There was a very good rapport between nurses and patients. The staff were friendly, attentive and reassuring. I was very satisfied with staff availability. I was treated with nothing but kindness. There was a relaxed atmosphere with polite nurses. The nurses were always more as a friend than a nurse. Doctors very relaxed and reassuring. I was thankful for the help and very friendly atmosphere that existed, a good team. The way the staff dealt with all the patients helped to create a relaxed and friendly atmosphere. They made me feel relaxed and confident that I was in good hands. I have attended the BCH over a number of years and I have never met anyone who was not nice. The doctors were very relaxed and reassuring. All staff were helpful and kind. The nurses were very helpful and pleasant. The friendliness of the staff who reassured me that I would be OK was much appreciated. They were true professionals. It appears that the nurses on my second ward were working for wages while the remaining ones and some auxiliaries had "the calling". I also got the feeling that some auxiliaries knew nothing about your history or condition at all and it was only a job to them.

The City Hospital was a very bright and friendly hospital. I would not hesitate to be admitted again. The BCH was very clean. The parking could be better. The standard of cleanliness in the hospital was first class. The hospital was clean and bright with good toilet facilities. The cleaning of baths for example seemed to be much below standard. All services were completely satisfactory. During my stay I was most dissatisfied with the levels of nursing staff during the day and night, talking, trolleys and laughter from the kitchen. During the night, the on-duty nurses chatted all night and kept me awake. There was excessive noise during the night when there did not appear to be an emergency, banging of doors, noisy footwear. Also other patients made a lot of noise with the TV especially. The ward was a bit sparse, i.e. no radios, few televisions apart from day room. Visiting arrangements were poor for people outside local area to conform to the hours available to visit. Showers were also very poor, the floors were slippery and dangerous when wet especially when you were unsteady already. In the hospital I found there to be a lack of blanket and bed cover. My night sheet was not changed after blood was spilt on it. I requested blankets at night because the ward was very cold but was told there were no blankets available. I was very disappointed and annoyed at this. During my stay in the hospital I was most dissatisfied with not getting a bed until 4.00pm and toilet floors covered with containers of urine to be tested or collected. In hospital I was bored with nothing to do.

I was given all the information that I requested and needed. I thought I had been put on the waiting list to see my consultant instead of the operating list as he had told me previously. I would have liked more information on how long my stay was going to be. I felt I was not given enough detail. I would have liked to have known a bit more of what they saw in my scan. There is insufficient privacy when patients are being given explanations about their various conditions. It was frustrating that each time I visit hospital I am asked the same questions by the nurse in casualty, doctor in casualty, nurse on ward, doctor on ward. The same information is repeated 4 times. It is already on file and why do it 4 times? The doctors explained all procedures in a professional manner and answered my questions adequately. Some doctors did not explain what they wanted to do before they started to move me about. The consultants I felt were arrogant when asked questions about when my operation may be. I feel that consultants would need to explain a lot more about how serious conditions are. I think people should also be given more of an indication when possible of when their operations may be. Prior to the operation the doctor said there were 2 methods, laser or sound. I said I would prefer the sound treatment as the laser was invasive. The doctor replied "you can see the consultant in the morning". In the event I was operated on by laser without any further consultation. I would have liked more information on the operation. Everything I needed to know was explained to me by the consultant and doctors. I never felt uneasy or had reason to be scared. I felt there was inadequate post-op communication with medical/surgical staff. My consultant spoke to me very briefly immediately post op. Unfortunately I have no recollection as I was still heavily sedated. I would have preferred to have care from the same doctor each day. Some visited and did not seem to know much about my operation and had to consult the file. The SHO was very good as he kept me informed totally. The consultant did (however) explain things very clearly and honestly. The JHO was equally helpful and was willing to answer questions. I have lost my baby and before my operation I was very nervous and upset. The staff helped me to come to terms with it and were always there for me if I needed to talk. I felt I was not given a satisfactory explanation regarding pain after the operation. All I was told was to ask for painkillers. I have been unable to return to work (7 weeks post op), and I cannot drive nor will I be able to for at least another 4 weeks according to my consultant. I have had three previous operations and on each occasion returned to work within 2 weeks. I was totally unprepared for the complicated experience this time and I feel I could have accepted it better had I been told after my surgery that this was expected this time. I am able to get on with my life now due to the staff helping me understand and giving me hope for the future. After being told 'no operation' I was sent home and told I would be back in hospital in 3 weeks to have something done about my condition but I have yet to hear. I was an in-patient for investigations only. When I was leaving, the charge nurse said I would be coming back in but I don't know what this would be for and I wasn't given a date to be seen as an out-patient or when to come back.

The operation was very last minute, I was told to expect surgery after I was admitted. The outcome of the operation has given me piece of mind and the knowledge that I will be able to be reviewed again in 3 months time. Any worries I had were dispelled so that I had every confidence that I was in good hands. The operation has changed my life in so far as I can now eat what I like and arrange things in advance. The City was very good and I was very content with all treatment received from the doctors and nurses. I was most satisfied with the preparation and recovery room attention. Hopefully the operation has been successful in so far as there will be no more snoring. I should be able to breathe easier and also my nose looks a little straighter now. Having the operation lead to further investigation with the outcome of needing chemotherapy. I only saw my consultant for 5 minutes before the operation. I am afraid I do not feel much difference after my operation, I am still short of breath and tire easily. There was a long delay to have the operation, it was hard to cope with. My original consultant gave me no consideration. There is obvious pain as a result of the operation. It also affects ones sleeping. It took me a fortnight to get over the tiredness of my anaesthetic and to be able to hoover and drive my car. My wound has healed well and I am trying to put this surgery behind me. I will be coming back to the breast clinic every 3 months. At the moment I have difficulty such as washing hair, lack confidence in getting out of the bath and have difficulty in carrying shopping. After the operation I had to take life at a very reduced rate for a couple of weeks. I appreciated the dignity of care and high medical standards. I feel my operation was carried out with the minimal disfigurement. In the short term I was suffering from the effects of surgery and of ongoing treatment.

Pleasant nursing staff, excellent female senior registrar, reassurance and standard of care by nursing staff excellent. The nursing staff were first class. I found everyone to be more than friendly and helpful. I would consider the whole experience to be of the highest standard. I have been extremely impressed by the attitude of all the staff in the hospital. The nursing staff were efficient, caring and friendly. They created a very pleasant atmosphere in the ward and had considerable expertise in dealing with cancer patients. The care that I received was first class, you always had someone checking on you. The staff were all polite and friendly and dealt with me very efficiently. The nursing care was first rate and the doctors were all very helpful. Every nurse on the ward deserves praise for their cheerfulness, friendliness and care. I was most satisfied with the care given by staff nurses and doctors. In the Belfast City Hospital I received the very best care. The care and attention of the nurses night and day. I would just like to say how very pleased I was with the nursing care I received in the Royal and City. The nursing staff were very professional and very caring people who made a very traumatic time tolerable. They were very efficient and attentive and the ward ran extremely smoothly, despite the fact that the sister was off on holiday. I have to say the care I received from the nursing staff was second to none, they were wonderful. The doctor was very attentive and always had time to listen to me although I am sure he was quite busy, this care and attention could not have been faulted. I was most satisfied with the care and attention of consultant. I was very satisfied with all aspects of my treatment. I saw deterioration in care since being in the same ward 7 years ago. The kindness of the nurses and the service provided by the nurses was first class. Everyone was helpful and cheery. Sister seemed particularly well informed on all her patients and their care. I am grateful to those who work hard to provide a system where ones general health care is the drive and concern. No attempt was made by the consultant to check my problem after three visits. I was very impressed with the attention I received from the surgeon and doctors in the ward.

The staff were very nice and put me at ease. I felt the night staff were very overworked. I got the impression that there was not enough staff and they looked tired. Considering the hours that doctors have to put in, I have always found the doctors on my ward to be very helpful and understanding. Junior doctors should not have to work such long hours. Doctors who were training had problems with the language and being understood. The doctors seemed to be very busy and on long shifts, nurses were depended upon to keep after them to do routine things. Although the doctors were always pleasant and polite I felt that my post-operative care was left to the nursing staff and I was discharged totally unprepared for how I was to feel in the next 5-6 weeks. However I have to make the point that the junior medical staff did appear to be extremely overworked. The nursing care could not have been better, I also believe the nursing staff have been very overworked and understaffed. A very busy ward. Nurses gave as best they could considering the pressure they were under.

I had the vegetarian's meal, which was very good. The menus were well thought out and the cooking and presentation was good also. The food was served to the highest of standards, I was very impressed. It ruined my perception of hospital food! The food and services were first class. Catering staff cooked and prepared food excellently. I feel that there was enough variety in vegetables or fruit. The choice of food was good and also a good variety. I have to eat gluten-free foods and sometimes it was difficult to choose from the menu as sauces were included with meals and everyone went out of their way to ensure that I got sufficient foods to eat. I could not find fault with the food only being in for a few days. I was asked what I preferred and I got it. The food has improved since the last time I was a patient, one year ago. Overall the diet was very good and the service was first class. I found the soup to be warm but the main meal was never hot. I felt the staff who brought the meals and tea were extremely friendly and helpful. I am sorry to say the only meal I ate was breakfast. The food was not great but the care I received made up for this. Difficult to get low fat spread, always requested but often not available. There were no low fat spreads available on the ward and there was only white bread toasted. It made no difference if you marked 'large' on menu. No one asked me about special diet. I am on a low fat diet. I am a diabetic and I felt that there was not a great variety of foods for us. I think they could make an improvement on their food. The food I received was adequate as I was fasting for 3 days. I found there was sometimes a delay between getting your meal and the tea tray, but the food was always good. The only complaint I would have is that it was 11.30-12.00 midnight before medication or supper was given at night. By this time I was exhausted. The choice of drinks could have been more varied. The breakfast was not great, the bread and butter was from the kitchen, the toast was cold by the time we were given the marmalade. I felt that there should have been more thought given to the summer weather, i.e. fruit, melon, grapefruit as starter instead of soup. The diet was more suitable to patients after their operation. Dinner was served too early at 5.30pm. The cutlery was not very clean. The vegetables could have been much better. I had to have meals brought in by relatives due to lack of choice on menu. The week I was in hospital I was starved. I did not get any food from the menus. I was not sure what I would get until it was put in front of me. I was disappointed with this. For me the dinner was not substantial as there were a few times where there was just a sandwich for dinner. I had no food for a week awaiting the throat operation.

No physiotherapist came to see me until the day before I got home.

I felt I should or could have been told more or what to expect pain-wise after I came home. The time between being told of discharge and the clinical discharge means that you are in limbo. I was discharged from hospital on 16 Sept, I went to my GP yesterday and he still had not had word from BCH about my results. After my last scan I telephoned the secretary to get an idea when my operation might be and was told notes were not typed up yet.

During my stay in hospital I was dissatisfied with the fact that nursing staff had to care for elderly patients not having surgery or tests. These patients should have been in a geriatric unit. This was time consuming for the nurses trying to look after post surgery patients. It was a surgical ward after all and this is not acceptable. I felt that I was an outsider and that I did not belong on the ward.