"Behaviour of some staff"

I am writing to raise serious concerns about the care I received at the Surgical Receiving Unit, which I can only describe as one of the worst experiences of my life.

Following recent blood tests that showed an elevated CRP level, I developed severe abdominal pain. I initially consulted my pharmacist and then contacted my GP. After examining me, my GP strongly suspected appendicitis and referred me to the Surgical Receiving Unit. By the time I arrived around 5pm, I was in such significant pain that I could no longer stand upright.

Upon arrival, I encountered three nurses engaged in conversation who ignored the doorbell for several minutes. When I was eventually admitted and explained the referral, the pain had become overwhelming. I was visibly distressed, crying and physically shaking. Although I was given morphine, it only partially managed the pain.

The ward environment was appalling: uncomfortably hot, with a strong and unpleasant odour of fish from the dinner service. The only available toilet, where I was asked to provide a urine sample, was in an unhygienic state and clearly had not been cleaned. No assistance was offered despite my difficulty moving. There was blood on the floor. There was no drinking water provided, and the chairs in the waiting area were entirely unsuitable for someone experiencing suspected appendicitis.

Despite being in obvious pain, I was left unattended for over four hours. The morphine wore off by around 10pm, and my pain intensified to a level I can only describe as unbearable. I informed the nursing staff multiple times that I believed something was seriously wrong and repeatedly asked for more pain relief. My distress was evident – I was crying and clearly deteriorating. Other patients expressed more concern than the nursing team.

When I asked a nurse for help, they consulted with a colleague. I overheard their colleague say, quite audibly - her bloods are fine, she’s just being dramatic. I was shocked. When they exited the room, I calmly told them I had heard the remark and found it completely inappropriate. Rather than address my concerns, they denied making the comment, accused me of shouting – which I was not – and proceeded to storm off and forcefully slam the double doors.

Thankfully, a doctor was alerted by another nurse. The doctor was compassionate, attentive, and exemplified the kind of care one should expect in such a setting. I explained that I no longer felt safe or comfortable remaining on the ward, and they were entirely understanding.

I am now at home, still in significant pain, and trying to process what happened. I have submitted a formal complaint. I find it completely unacceptable that this is the standard of care within a surgical receiving unit. I found the ward environment unsanitary and unfit for purpose, and the behaviour of some staff was not only unprofessional but actively harmful.