St Luke's Hospital complaints are investigated by watchdog

St Luke's Hospital complaints are investigated by watchdog

St Luke's Hospital complaints are investigated by watchdog

First published in News Bradford Telegraph and Argus: Photograph of the Author by , Aire/Worth Valley Reporter

Complaints about staff attitude and the quality of patients’ meals on a stroke rehabilitation ward at St Luke’s Hospital, Bradford have been investigated by the Government watchdog, the Care Quality Commission.

It comes as a report by the independent regulator of health and social care in England found patients were positive about staff, but raised concerns over “inconsistencies in how patient's dietary requirements and fluid needs were being monitored”.

“We conducted this inspection in response to information about the provision of care on ward F6 at St Luke’s hospital,” the report says.

Ward F6 is a stroke and neurology rehabilitation ward. “The majority of the patients we spoke with were positive about their experiences, but there were mixed feelings about the standard of the food,” the report continued.

“In relation to nutrition and fluid balance monitoring, we found inconsistencies in how patient's dietary requirements and fluid needs were being monitored. In addition, there were inconsistencies in how paperwork was used and staff understanding in terms of ward protocol was variable.

“We spoke with seven patients in total. The first patient had no complaints and said the ‘care was lovely.’ “A second patient we spoke with was happy with the care they had received and the third said the nurses were ‘the best they’d come across.’ “A person’s relative we spoke with was complimentary of the care provided and said “staff were fantastic.” However, three patients felt the standard of the meals provided was not good, but another patient felt the food was acceptable.

Staff were deemed to be polite and attentive and certain risk assessment processes were accurately completed which indicated that patients were being regularly assessed.

Bradford Teaching Hospitals Trust said an action plan had been put in place in response to any criticism, adding: “We are pleased with the results from the report. CQC inspectors found the majority of patients were very positive about their experiences.”

Comments (12)

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10:37am Thu 10 Apr 14

bobbyled6792 says...

My experience on ward 6 was fine.Very helpful staff and good food,no complaints
My experience on ward 6 was fine.Very helpful staff and good food,no complaints bobbyled6792
  • Score: 5

10:39am Thu 10 Apr 14

bobbyled6792 says...

My experience on Ward6 was good.Lovely staff and good food.No complaints
My experience on Ward6 was good.Lovely staff and good food.No complaints bobbyled6792
  • Score: 2

11:02am Thu 10 Apr 14

johnh1 says...

In my experience until recently the staffs attitude has been appalling.
last time I went to BRI I walked into a room full of admin and not one of them looked up.
I waited for a minuet and walked out to try find the place I should be myself.
In my experience until recently the staffs attitude has been appalling. last time I went to BRI I walked into a room full of admin and not one of them looked up. I waited for a minuet and walked out to try find the place I should be myself. johnh1
  • Score: 1

11:16am Thu 10 Apr 14

The Hoffster says...

johnh1 wrote:
In my experience until recently the staffs attitude has been appalling.
last time I went to BRI I walked into a room full of admin and not one of them looked up.
I waited for a minuet and walked out to try find the place I should be myself.
Presumably you could speak ?
[quote][p][bold]johnh1[/bold] wrote: In my experience until recently the staffs attitude has been appalling. last time I went to BRI I walked into a room full of admin and not one of them looked up. I waited for a minuet and walked out to try find the place I should be myself.[/p][/quote]Presumably you could speak ? The Hoffster
  • Score: 0

12:04pm Thu 10 Apr 14

sorrow&anger says...

Is there no end to this? First BRI and now St. Luke's coming bottom of the league tables. Apart from doing the sensible thing and leaving Bradford, how is anybody supposed to get decent medical treatment in this once-great city of ours?
Is there no end to this? First BRI and now St. Luke's coming bottom of the league tables. Apart from doing the sensible thing and leaving Bradford, how is anybody supposed to get decent medical treatment in this once-great city of ours? sorrow&anger
  • Score: 6

12:24pm Thu 10 Apr 14

The Hoffster says...

sorrow&anger wrote:
Is there no end to this? First BRI and now St. Luke's coming bottom of the league tables. Apart from doing the sensible thing and leaving Bradford, how is anybody supposed to get decent medical treatment in this once-great city of ours?
Be grateful you're not stuck in a 3rd world dump of a hospital.

{sarcasm I think}
[quote][p][bold]sorrow&anger[/bold] wrote: Is there no end to this? First BRI and now St. Luke's coming bottom of the league tables. Apart from doing the sensible thing and leaving Bradford, how is anybody supposed to get decent medical treatment in this once-great city of ours?[/p][/quote]Be grateful you're not stuck in a 3rd world dump of a hospital. {sarcasm I think} The Hoffster
  • Score: 6

1:18pm Thu 10 Apr 14

northern pig says...

sorrow&anger wrote:
Is there no end to this? First BRI and now St. Luke's coming bottom of the league tables. Apart from doing the sensible thing and leaving Bradford, how is anybody supposed to get decent medical treatment in this once-great city of ours?
It is easy for you to say that! The medical staff are doing their best, they cannot cope with the number of people who need treatment.It is called over capacity.If you don't think you are getting the service YOU deserve you have the option to go private.They may even have a procedure to take your moaning head off for you.
[quote][p][bold]sorrow&anger[/bold] wrote: Is there no end to this? First BRI and now St. Luke's coming bottom of the league tables. Apart from doing the sensible thing and leaving Bradford, how is anybody supposed to get decent medical treatment in this once-great city of ours?[/p][/quote]It is easy for you to say that! The medical staff are doing their best, they cannot cope with the number of people who need treatment.It is called over capacity.If you don't think you are getting the service YOU deserve you have the option to go private.They may even have a procedure to take your moaning head off for you. northern pig
  • Score: 4

5:12pm Thu 10 Apr 14

bradfordian says...

I received excellent care on ward F6. The staff were attentative and caring. Dietary requirements were met. If I did have complaint, which I didn't I or my family would have aired it at the time. The above article states this in based on speaking to seven people. SEVEN PEOPLE. enough sIde. F6 is a twenty four bed in bays of six.ed ward
I received excellent care on ward F6. The staff were attentative and caring. Dietary requirements were met. If I did have complaint, which I didn't I or my family would have aired it at the time. The above article states this in based on speaking to seven people. SEVEN PEOPLE. enough sIde. F6 is a twenty four bed in bays of six.ed ward bradfordian
  • Score: 1

6:49pm Thu 10 Apr 14

Stan the Fan says...

The Hoffster wrote:
johnh1 wrote:
In my experience until recently the staffs attitude has been appalling.
last time I went to BRI I walked into a room full of admin and not one of them looked up.
I waited for a minuet and walked out to try find the place I should be myself.
Presumably you could speak ?
Hoffster I'm not sure what your post relates to.
This article is about Ward F6 at St Lukes - nothing do with BRI.
Wake up fella
[quote][p][bold]The Hoffster[/bold] wrote: [quote][p][bold]johnh1[/bold] wrote: In my experience until recently the staffs attitude has been appalling. last time I went to BRI I walked into a room full of admin and not one of them looked up. I waited for a minuet and walked out to try find the place I should be myself.[/p][/quote]Presumably you could speak ?[/p][/quote]Hoffster I'm not sure what your post relates to. This article is about Ward F6 at St Lukes - nothing do with BRI. Wake up fella Stan the Fan
  • Score: 2

6:53pm Thu 10 Apr 14

Stan the Fan says...

johnh1 wrote:
In my experience until recently the staffs attitude has been appalling.
last time I went to BRI I walked into a room full of admin and not one of them looked up.
I waited for a minuet and walked out to try find the place I should be myself.
John - what on earth on you on about?
This article relates solely to Ward F6 at St Luke's and is nothing to do with BRI.
Wake up fella!
[quote][p][bold]johnh1[/bold] wrote: In my experience until recently the staffs attitude has been appalling. last time I went to BRI I walked into a room full of admin and not one of them looked up. I waited for a minuet and walked out to try find the place I should be myself.[/p][/quote]John - what on earth on you on about? This article relates solely to Ward F6 at St Luke's and is nothing to do with BRI. Wake up fella! Stan the Fan
  • Score: -1

6:51am Fri 11 Apr 14

johnh1 says...

Stan the Fan wrote:
johnh1 wrote:
In my experience until recently the staffs attitude has been appalling.
last time I went to BRI I walked into a room full of admin and not one of them looked up.
I waited for a minuet and walked out to try find the place I should be myself.
John - what on earth on you on about?
This article relates solely to Ward F6 at St Luke's and is nothing to do with BRI.
Wake up fella!
I am on about the general attitude of the hospital staff.
What sort of customer service desk ignore a person walking up to there desk
I went to see my aunt walked up to the nurses station with three people their.
Totally ignored. It is manners to look up just to say "wont be a sec" or "sorry
Too busy" The Hoffster is hospital staff. Only they would condescend to tell us we are lucky to have them. They cost us a fortune and when I go into a room full of them I expect some service.
[quote][p][bold]Stan the Fan[/bold] wrote: [quote][p][bold]johnh1[/bold] wrote: In my experience until recently the staffs attitude has been appalling. last time I went to BRI I walked into a room full of admin and not one of them looked up. I waited for a minuet and walked out to try find the place I should be myself.[/p][/quote]John - what on earth on you on about? This article relates solely to Ward F6 at St Luke's and is nothing to do with BRI. Wake up fella![/p][/quote]I am on about the general attitude of the hospital staff. What sort of customer service desk ignore a person walking up to there desk I went to see my aunt walked up to the nurses station with three people their. Totally ignored. It is manners to look up just to say "wont be a sec" or "sorry Too busy" The Hoffster is hospital staff. Only they would condescend to tell us we are lucky to have them. They cost us a fortune and when I go into a room full of them I expect some service. johnh1
  • Score: 2

12:15pm Fri 11 Apr 14

Stan the Fan says...

johnh1 wrote:
Stan the Fan wrote:
johnh1 wrote:
In my experience until recently the staffs attitude has been appalling.
last time I went to BRI I walked into a room full of admin and not one of them looked up.
I waited for a minuet and walked out to try find the place I should be myself.
John - what on earth on you on about?
This article relates solely to Ward F6 at St Luke's and is nothing to do with BRI.
Wake up fella!
I am on about the general attitude of the hospital staff.
What sort of customer service desk ignore a person walking up to there desk
I went to see my aunt walked up to the nurses station with three people their.
Totally ignored. It is manners to look up just to say "wont be a sec" or "sorry
Too busy" The Hoffster is hospital staff. Only they would condescend to tell us we are lucky to have them. They cost us a fortune and when I go into a room full of them I expect some service.
I totally agree that there is no excuse for any rudeness from staff - and any who are openly rude should be dealt with accordingly.
However, leaving aside the numerous spelling and grammatical errors in your post I would like to remind you that you are indeed 'lucky to have them'.
You could if you like go and live in a country where you have to pay for all your treatments (a couple of hundred pounds for a blood test for example), or alternatively you could always take out expensive health insurance. Even then there is no guarantee you would get excellent customer service.

The NHS is taken for granted by so many people in this country - and it's staff have to endure rudeness, and indeed threatening behaviour from members of the public, on a regular basis.
[quote][p][bold]johnh1[/bold] wrote: [quote][p][bold]Stan the Fan[/bold] wrote: [quote][p][bold]johnh1[/bold] wrote: In my experience until recently the staffs attitude has been appalling. last time I went to BRI I walked into a room full of admin and not one of them looked up. I waited for a minuet and walked out to try find the place I should be myself.[/p][/quote]John - what on earth on you on about? This article relates solely to Ward F6 at St Luke's and is nothing to do with BRI. Wake up fella![/p][/quote]I am on about the general attitude of the hospital staff. What sort of customer service desk ignore a person walking up to there desk I went to see my aunt walked up to the nurses station with three people their. Totally ignored. It is manners to look up just to say "wont be a sec" or "sorry Too busy" The Hoffster is hospital staff. Only they would condescend to tell us we are lucky to have them. They cost us a fortune and when I go into a room full of them I expect some service.[/p][/quote]I totally agree that there is no excuse for any rudeness from staff - and any who are openly rude should be dealt with accordingly. However, leaving aside the numerous spelling and grammatical errors in your post I would like to remind you that you are indeed 'lucky to have them'. You could if you like go and live in a country where you have to pay for all your treatments (a couple of hundred pounds for a blood test for example), or alternatively you could always take out expensive health insurance. Even then there is no guarantee you would get excellent customer service. The NHS is taken for granted by so many people in this country - and it's staff have to endure rudeness, and indeed threatening behaviour from members of the public, on a regular basis. Stan the Fan
  • Score: 1

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