FEEDBACK from patients and relatives of Basingstoke hospital has been published in a report.

Hampshire Hospitals NHS Foundation Trust, which runs Basingstoke, Andover and Winchester hospitals, has published a selection of comments from patients and relatives in a report for its board of directors on ‘quality and safety’ across the trust.

The report details feedback received between April and June 2023, when the hospital trust saw ‘continued high attendance rates through emergency care and elective services’.

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The report said its emergency departments had experienced a ‘sustained increase in attendance’ during 2022 and the first part of 2023 coupled with an increase in staff sickness due to Covid-19.

It said: “Challenges with overcrowding and flow within ED are well recognised nationally and patient safety concerns relating to this have been identified and reported.”

The report said Basingstoke hospital received more complaints and concerns related to care and treatment along with staff attitude, whereas Winchester hospital received more ‘thank yous’.

Basingstoke hospital also received more complaints and concerns regarding communication than Winchester hospital.

A selection of complaints and concerns were published in the report.

One patient said they felt “let down” adding: “Nurses were stretched and did not have availability to keep me informed of what was happening with my care.”

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Another patient told the trust: “I know my body. It didn’t seem like I was being listened to.”

In another complaint, a patient said: “I had no buzzer to get help, I was not able [to] get down out of bed, able to get any help, any painkillers, and was left for over four hours like this.”

One relative said they had received “no communication” on a 90-year-old family member with dementia, adding: “We had to contact the hospital to find out where she was.”

One patient said they felt embarrassed after a doctor discussed the reason for their attendance within earshot of people in the waiting area.

“I felt so embarrassed and wished I could disappear at that very moment,” they said.

Another said: “Could not fault treatment but mother-in-law was not offered a drink in the eight hours we were there.”

One patient described staff as “super rude” and another complained about “various bits of plastic and rubbish on the floor”.

However, there were also many positive comments made.

One patient said: “Everyone who looked after me was calm, clearly explained everything to me and helped put my mind at ease.”

Another said staff were “kind and respectful” to their mother who has dementia.

A patient with mental health concerns said they were put in a consultation room near the office “so I didn’t feel alone”.

One patient praised staff, describing them as “very professional, passionate and dedicated to their work”.