As one of the biggest and busiest hospitals in the area, it is really important to Wirral University Teaching Hospital that the hundreds of thousands of direct patient contacts it has each year receive a positive experience.
On the rare occasions a worry or concern is flagged, the Trust has now made it even easier for patients and visitors to speak to a senior member of nursing staff by launching a Matron’s Hotline.
The direct telephone line is available to any patient or visitor to the hospital who wants to raise a question or concern. It has been set up so the caller is able to work together on a resolution with the Matron as quickly as possible.
The helpline is open between Monday to Friday from 9am to 8pm to patients and visitors in Arrowe Park and Clatterbridge hospitals. This is one of the many improvements the Trust has developed to enhance the personal service it provides to patients.
Associate director of Nursing, Alison Quinn, who is head of patient experience, said: “We want our patients and visitors to feel confident that they can call a Matron and ask questions if they need to. “It enables them to speak to a senior nurse with a query and a Matron can arrange to visit them at the hospital if required. “We are there to listen to our patients and our visitors. “They can be assured that our Matrons will do all they can to help with any query they have about their care or that of their loved one.”
Matron Nicola Martin added: “The hotline is an invaluable service that allows people to address any concerns or issues in real time with a senior member of our nursing team. “It is already making a difference to our patients and visitors, along with our Information Bank at Arrowe Park Hospital, which is also open for patients and visitors to drop-in and access a range of information, support and advice.”
The Information Bank opened earlier this year on the main corridor of the hospital near the lift lobby, where people can drop in and access a variety of information. Healthwatch, which is the independent consumer champion for health and social care services, is based inside The Information Bank, providing visitors with a range of advice and support.
There is additional support on offer from our colleagues from the Stop Smoking and Substance Misuse Services. Resources are also available at the centre for carers, such as those looking after people with dementia. Some members of the Patient Relations Team are also based at the centre to offer advice, support and reassurance.
The Information Bank is open Monday to Friday from 9am to 4.30pm. · Patients and visitors can request the number for the Matron’s Hotline from any ward staff.