"Bad experience as a patient"

About: Musgrove Park Hospital / Accident and emergency Musgrove Park Hospital Accident and emergency Taunton TA1 5DA

Posted by Floppy012 (as the patient), 6 years ago

I have recently been admitted for a serious lung condition via A and E with chest pains, serious difficultly breathing and other symptoms. I entered A and E at 5. 30 pm, unfortunately was left for 3 hours in a bay on my own and hadn't been seen, it was until I went blue and passed out for a few seconds that I was seen. After some time I was moved to a observation ward where nobody told me I was being admitted at 1am and I continuously asked for my next of kin to be called but was ignored.
My partner came in after his shift as I was upset, I have dairy and wheat allergies and had asked for something to eat and drink where I was rudely told by the nurse you have to provide your own free from food as we don't cater so my partner went out at 2am and bought some then returned to me before leaving.
I am deeply angry with the care from a agency nurse who after this outburst got incredibly worse throughout the night towards me, at 2am I was screaming in pain I rang my bell to which I was ignored and this continued for 4 hours until the HCA said she would find a doctor who sat with me for hours and helped me.
Meanwhile I overheard the nurse in the nurses station telling the HCA to not go over to me as I was faking my illness and how could I be in pain with lots of pain relief ' so I carried on in pain.
As a member of staff I knew one of the HCAs who took over in the morning and his care was amazing despite we knew each other, however I was shocked even more after find out the nurse on the night duty in ward handover mentioned I was faking and to not treat me, I am still very angry with the nurse who was very unprofessional!
A day after I was transferred to Portman ward where the care was ok but wasn't great as my obs kept being missed and Meds at night being missed completely however there were 3 nurses who were brilliant and helped me when I needed help.
On the bad side the toilets were disgusting and very unclean.
Whilst on Portman ward I still had the problem with food as the menus weren't dairy and wheat free so I didn't have much options and then had nothing however the rude lady in my bay kicked off about the food and didn't have allergies but got special food made for her from the head of food or kitchen which made me very angry as I had nothing.
I am angry and disgusted with the care I received especially as staff but that wasn't made common knowledge.

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Responses

Karen Tyler

Lead Nurse, Emergency Department,

Taunton & Somerset NHS Foundation Trust

Submitted on 08/05/2017 at 07:47

Published on Care Opinion at 09:16

I am really sorry to hear of your poor experience in A&E. This is not acceptable and as the lead nurse this saddens me to read. I wonder whether you would you like to come in and talk about it? I will certainly look into this in more detail and speak with the agency. Please let me know if there is anything we can do.

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Louise Hill

Matron, Paediatric services,

Taunton & Somerset NHS Foundation Trust

Submitted on 08/05/2017 at 08:41

Published on Care Opinion at 09:16

I must echo Karens Reply, please contact us and we will look into this further for you from an A&E point of view. We need your input to be able to improve the patient experience for others.I hope you are recovering now and I'm sorry your experience in A&E was not a positive one.

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Philip Shelley

Facilities Manager,

Taunton and Somerset NHS Foundation Trust

Submitted on 08/05/2017 at 09:29

Published on Care Opinion at 11:27

It is so disappointing that you did not receive the support and choice of food that you required during your stay at Musgrove Park. As a Trust we pride ourselves on the consistency of care excellence around the clock and the food and drink options for all patients whether or not they have special dietary requirements. We will use your feedback to monitor our current arrangements and improve our offering of choice.
We would also expect all of our toilet areas to be clean and presentable at all times so this feedback will be used in our cleaning team meetings to improve the checking schedules.
If you were prepared to visit Musgrove Park Hospital to share your experiences I would value having some of your time to discuss ways of improving the way we serve our patients.

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Update posted by Floppy012 (the patient) 6 years ago

Thank you for all your replies to my story and I am sorry it had to come to writing back feedback but this is something I feel very strong about as I work at Musgrove but I never made this common knowledge due to the fact that I may have had different care which is not what I wanted.
Unfortuntely I have recovered and still very poorly at this present time so I would be unable to come in however I am more than happy to come in when I am better or before my shift.
Please can I stress aswell which I forgot to write on the story that at no point in my 7 days being admitted did anybody contact my next of kin and I had no phone so was unable to contact them as a back up. This I found very upsetting as my next of kin is my father and doesnt live local.
Thank you for all of your responses.

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