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Patient care

Posted By cassiopeiaen84

"Patient care"

About: Causeway Hospital / Surgical 1

(as a service user),

I never have much reason to complain but unfortunately this time the wards were like organised chaos. Waiting for nurses to respond to buzzers was taking up to half an hour and every time it was the same story of being short staffed. I don’t blame the nurses personally but what really annoys me is some of their attitudes. Why be a nurse if you don’t smile or try your best to understand the pain your patient is in. I found certain staff speaking to elderly patients as if they were naughty children it was really disgraceful. I certainly wouldn’t want a member of my family spoken to like some did. I even overheard nurses arguing with each other in the middle of the ward! I really think attitudes need to change and a bit more respect shown. A helpful and smiling nurse can make the difference between a really good day or a really bad day.

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Responses

Response from Anne Dooey, Ward Manager, Surgical 1, Causeway Hospital, NHSCT 5 days ago
We are preparing to make a change
Anne Dooey
Ward Manager, Surgical 1, Causeway Hospital,
NHSCT

Submitted on 13/05/2024 at 17:15
Published on Care Opinion on 14/05/2024 at 08:05

Hello Cassiopeiaen,

My Name is Anne Dooey – I am the Ward manager on Surgical One – Causeway Hospital. Thank you for taking the time to share your experience – on your recent admission on Surgical One – causeway hospital. All feedback we receive helps us to understand patient experience and we value this information which helps us to know what we are doing well and what things we need to improve.

My staff & Myself are most disappointed, that you had a negative experience on our ward. It is always our aim to provide a high standard of care, to all our service users. Surgical One is an extremely busy ward, we receive Patients from the Emergency department, as well as inliers from other wards which at times can be difficult to manage.

Unfortunately the ward can be short staffed at times, I apologise that when you used the buzzer system, that you were not responded to immediately, the staff would have been dealing with other Patients at that time & their aim would have been to have responded to your call, as soon as possible. The team have reflected on your comments and accept the distress this can cause. We agree that if delays can’t be avoided it is important to communicate with patients about why this might happen.

In your feedback you had noted about the attitude of staff, how they spoke to patients and to each other on the ward and I wish to apologise that your experience was not in keeping with the Trust mission statement, that we treat others, how we would like to be treated ourselves. I have discussed your comments with the staff. I have encouraged them to be more mindful in how they communicate in general with patients and each other to ensure a professional attitude is reflected at all times.

I wish to thank you again for your comments which will be used to improve patient experience and I do hope that you have recovered to full health, following your recent admission to hospital, Again – I apologise that your experience on surgical one was upsetting for you.

If you wish to meet with me in person, to discuss further your feedback, please contact the ward & we can arrange a date & time to meet.

Best wishes

Anne.

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