"Bed allocation"

I recently stayed at the Queen Elizabeth Hospital for eight days.

I would like to say at this time the medical and nursing care was exceptional, but I feel that their hands are tied at a higher level. They look demoralised and I feel sorry for them being at the forefront of the complaints.

I originally went to A&E, where I waited over 6 hours to see a doctor even after advising staff the pain was getting worse and it had moved to my chest. I couldn’t even keep a sip of water down, therefore was vomiting into a bowl in the A&E waiting area.

The next day I was moved to ward 9B after being at A&E for 15 hours.

I was then moved to 9C. I expected to be moved as I understand 9B is a receiving ward, however I was in complete shock when I was moved and there was no bed for me in 9C. I had to sit in a freezing cold room, in a chair while I was in a lot of pain waiting on a bed being made available. There was also no toilet available, and I had to use the staff toilet at the other side of the ward.

I was told to fast, as I may have surgery on that day. Which didn’t take place. Three days later, I fasted until 5.45pm, expecting to have my surgery as that is what I was informed. I understand emergencies come in. At this point I believe I was taken advantage of, I hadn’t eaten in just under 21 hours and had been given painkillers, and who I believe was a charge nurse came to make a proposal. This is a member of staff I have not seen before on my stay. They said I had been chosen to go down to recovery, which would mean I would be taken first thing the next day. I was the golden patient. I felt like I had no other option, and I would pushed further down the list if I didn’t take this proposal. To my surprise and confusion, I was told at 11.30am I was 3rd on the list (excluding emergencies) after asking why I still haven’t been taken. I feel like I was emotionally blackmailed when I was in a vulnerable state to free up a ward bed.

This was deeply unsettling as the recovery ward is intended for post operative care and monitoring. I was in pain and having to walk to find the toilet which is also shared by the whole of recovery ward. I was told in the proposal I was not allowed visitors. I had no shower and I was advised my husband should take the majority of belongings so I don’t even have a change. Even basic hygiene needs were not being met. This was also concerning as my stay in this ward would be compromising others’ care when they have critical post-op requirements. When I was walking to the toilet I had to pass several patients in vulnerable states.

Eventually I received my operation and was back in recovery at 8pm. Where I had to spend another night. My bed in the ward had been given away. At this point I asked to speak to the bed manager or co-ordinator and a member of staff came to see me. Not only was this member of staff zero help, they were rude. They were patronising and seemed to be more concerned with explaining their rank than trying to resolve my problem. They told me it wasn’t their issue to solve. Their bedside manner was so awful they gave me a panic attack and I had to ask them to leave. I should also point out, they did not seem to know basic care needs. They did not ask me once if I was ok, if I needed anything, did not even offer to reach for my water for me when I was clearly distressed. Again, I would like to point out the actual nursing staff on the ward were phenomenal and supported me in every way they could in this horrible situation.

In recovery ward after a surgery, being in pain I couldn’t even do the toilet in the bay due to the environment. I feel my dignity was taken away. I had a panic attack. I had to walk in my gown to the toilet with a nurse holding together for me to protect my decency. I was eventually moved to a side room which had a high window with no blind while I sat in a gown and sheet in a truly vulnerable state for people to see in. I have never been treated so badly in my life. Using a commode with an uncovered window, I couldn’t see my children, even going to the toilet and seeing other people in recovery surely cannot be acceptable. The room itself was so small and still did not meet basic needs.

After over 60 hours in recovery I was eventually moved to ward 9D. However, when I got there the bed was given to someone else. I had to sit in the corridor. By this point I just sat in tears in the corridor thinking someone was playing a terrible bad joke on me.

This situation not only has caused significant emotional distress but also serious concerns about hospital protocol and patient safety. The hospital has a duty of care and I feel this has not been met. I suffer from anxiety and this whole situation has affected my mental health. I am asthmatic and worry being in recovery for so long is not a great environment for myself as I am prone to chest infections. My blood pressure was extremely low from prolonged fasting, and I was put on more fluids and oxygen.

Patients deserve to feel confident and that our care is being prioritised and managed to align with best practice, not logistics or bed availability.

As I have said, I understand emergencies come in. I am compassionate and understanding of other patients with greater urgency and needs, but this whole situation has been detrimental to my physical and mental health. In my experience, the bed management protocol of the QEUH was a complete shambles.