Fantastic care provided by a friendly team in a clean and welcoming environment. Treated with dignity and respect at all stages.

Persuaded that rehab would be the way to get 92 year old back on feet after left in bed for nearly 2 weeks by hospital, this person was walking around and living independently and alone before the hospital stay. After 4 days in rehab they indicated he would never walk which I disagreed with as he had walked the first day in hospital. After a lot of communication issues in rehab for getting proper information about progress we were told he was walking with one person so we arranged a carer to work with the family. They said he panicked if too many people gave him instructions What they didn't mention was that these are full blown panic attacks. We are now left at home with somebody who is laying in bed all day, only able to get up rarely, two to three of us working with the carer to lift and care for this person. Appalled at the lack of communication with the family, staff saying that patient can be his own advocate when he clearly has severe memory issues. Cannot recommend this rehab at all.

Reply from Hertfordshire Community NHS Trust
Fri, 19 Jan 2018 15:31:03 Z

Dear Sir/Madam I am sorry to hear of the concerns you have raised in relation to the care your relative received whilst at Queen Victoria Memorial Hospital. We value feedback from our patients and carers as it enables us to improve the service we provide. If you would like to raise a formal complaint, we would appreciate it if you could contact the Patient Experience Team on 0800 011 6113/01707 388 164 or via email on complaints.hchs@nhs.net. I would like to reassure you that any comments made during telephone calls, meetings or emails will be treated with the appropriate confidentiality and sensitivity. We would not allow any patient to be discriminated against for having raised concerns with the care or treatment a patient received. I would again like to apologise for any anxiety or distress caused to the patient and family and hope you will contact us so we can discuss your concerns. Yours faithfully Natasha Forster Patient Experience & Complaints Manager

My husband was here for 4 weeks and they were amazing. The determination they had to get him walking again was 2nd to none and really drove him to good results!!!>