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Poor infection control

Posted By Anonindistress

"Poor infection control"

About: Royal Cornwall Hospital (Treliske) / Gastroenterology

(as a relative),

GLU was absolutely filthy. My family member was left with bloody dressings under their bed (were they even theirs?) Dirty clothes or shoes were put on top of their toothbrush. The surfaces were visibly dirty.

There were repeated norovirus outbreaks when they were on the ward. We saw staff not following infection control protocols. Not even washing their ungloved hands after picking up cups from infected patients and then serving the next patient. The sinks were filthy.

Patients were left with their food without any effort to help them cut it up or feed them. 

Family members were made to feel like a burden, and one member of staff did everything they could to avoid eye contact or speak to family. Even when asked direct questions they were obstructive and downright rude. I didn't see them engage with any of the actual patients either.

Some really lovely staff on the ward however, including Ven, Tom (HCA) and Lucy (ward clerk). These staff should be celebrated for being human and compassionate. You need more like them! 

I also suggest Infection Control spend some time observing the poor hand hygiene and cleanliness on the ward. It doesn't seem like a coincidence that they can't catch a break from norovirus on that ward!
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Responses

Response from Infection Prevention and Control Lead Practitioner, Infection Prevention and Control, Royal Cornwall Hospitals NHS Trust 3 days ago
Royal Cornwall Hospitals NHS Trust

Submitted on 25/04/2025 at 12:07
Published on Care Opinion at 12:29

Hello Anonindistress,

I am very sorry to hear about your experience when visiting a relative on our Gastroenterology and Liver Unit (GLU). I have taken your comments into consideration and have liaised directly with our facilities team to ensure that appropriate monitoring of cleanliness takes place and any corrective actions are completed. I will also be in communication with the manager of GLU to see how we can best support the team to create a clean and safe environment for our patients.

Within the infection prevention team we do carry out a schedule of audits and hand hygiene is included within this programme, recognising its importance in preventing transmission of infections. GLU does have a designated infection prevention specialist practitioner, and on my request they will be providing additional support to GLU over the coming weeks to address the issues you have highlighted.

I am so glad that you have recognised the hard work and compassion of our colleagues, particularly Ven who is GLU's infection prevention and control link practitioner. I will make sure that they hear this feedback as well.

Thank you for bringing this to my attention and recognising the importance of good infection prevention and control practices.

Liam

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Response from Zoe Merrifield, Patient Experience Administrator, Patient Experience, Royal Cornwall Hospitals NHS Trust 3 days ago
Zoe Merrifield
Patient Experience Administrator, Patient Experience,
Royal Cornwall Hospitals NHS Trust

Submitted on 25/04/2025 at 14:16
Published on Care Opinion at 14:16

Good afternoon.

Thank you for your feedback. I am writing to you on behalf of the patient experience team at the Royal Cornwall Hospital. I am sorry to read of your experience. Should you wish to raise a complaint, you can do so by contacting the patient experience team at rcht.patientexperience@nhs.net

If this is an avenue you wish to go down following your concerns, one of our team will be more than happy to assist you further.

Thank you.

Best wishes

Zoe - Patient experience and engagement administrator

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