Matron hotline set up to solve hospital patients’ problems

Patients and visitors at two hospitals in Merseyside have been benefitting from a direct 'hotline' to a matron.

The phone line at Arrowe Park and Clatterbridge hospitals allows people to contact a senior nurse at any time between 9am and 8pm, Monday to Friday.

Wirral University Teaching Hospital NHS Foundation Trust's associate director of nursing and head of patient experience Alison Quinn 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 and a matron can arrange to visit them if required.

Responding to patients’ needs

‘We are there to listen to our patients and our visitors. They can be assured our matrons will do all they can to help with any query they have about their care or that of their loved one.’

The hotline number is displayed on posters around the ward and patients have used it for health-related issues, post-discharge referrals, questions about the care of family members, nutrition and hydration.

Ms Quinn said: 'While staff on the ward will respond immediately to a query, there may be times when a matron can offer additional support and advice.

'It plays a vital role in enhancing patient and family experience.'

Arrowe Park Hospital introduced the line in January, alongside an information bank to improve access to support, including smoking cessation, substance misuse services and dementia support.

The schemes are both aimed at improving the patient experience.

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