"I felt let down"

I've had both good and bad experiences at Treliske, but the bad ones overshadow the good, because of their severity. I made a complaint after my first delivery, because I felt that the staff I encountered seemed rude, uncaring, and I believe failed to listen to me. I felt let down that they failed to spot a serious medical problem. But in my complaint letter, I also mentioned those who had been kind. 

I was very concerned about returning to Treliske for the birth of my twins. The delivery was so much better and the theatre staff were so kind and supportive. The problems came in Wheal Fortune after the birth. I'd had twins by c-section. It had been a very painful pregnancy and after the surgery I was in agony.

 

The first day and night were fine and the staff were very kind, but the second night was awful. I felt the staff offered no assistance, despite the fact that I couldn't do anything to settle either baby and they screamed all night. I told the staff I was struggling and I was tearful. I felt awful for the others on the ward but no one offered to help me. Their colleagues had helped me with feeding and changing in the day, but I felt that I was totally alone at night. I had to ask repeatedly for pain relief, it wasn't offered proactively, despite being only 24-48 hours pp.

I had to go to the toilet at about 5am and carried a baby with me, because he still wouldn't settle. I had to leave the other in the bay. Despite signs all over the place saying not to carry babies in the corridor for safety, I believe some of the staff saw me and offered no help at all. They were sitting at the desk in the middle of reception area, next to the toilet, drinking tea and chatting. I heard one say that I was going to the toilet and they let me shuffle there, not yet 48 hours pp, holding a baby and I had to hold him whilst trying to use the toilet at the same time. I came out and asked how I go about discharging myself. They looked shocked and asked why. I said I was getting no care and might as well go home. I was shaking and on the verge of tears, I felt so upset and angry to be being treated like this yet again by Treliske staff. One member of staff actually replied, asking if my partner didn't want to stay with me.  I nearly fell over. I said, that I didn't have a reclining chair in my bay and we have a 3 year old son. The staff member replied once again, in what I felt was an unpleasant tone, that they could have got me a reclining chair if I'd asked. I felt my husband should get some rest if he was to help me in the day. But that's hardly the point, is it? I thought it was the staff' job to care for patients. Clearly I was wrong.

I don't think you should have to beg for help when you've just had a baby, let alone twins. I feel that the staff should be monitoring you and asking if you need help or pain relief. Other staff on the ward were wonderful but my memory is now tainted by some of the staff I encountered. 

After a few hours, just before they left work, each one came and spoke nicely to me, but I felt it was too little too late. I was so miserable and desperately wanted to go home. One told me breastfeeding was always going to be painful and I had to put up with the pain because I am a redhead, so I feel pain worse. I have IGT and my babies were not latching correctly. 

The staff then changed later that morning and I was talked into staying by another staff member who told me that they could see from my notes that I hadn't had the care I should have done the previous night and they'd like me to stay and that they were moving me to a private room. I agreed to stay on the condition that I wouldn't see any of the staff from the previous night again. 

I was told that lessons had been learned after my initial complaint and that staff would be offered training. It feels like no training was carried out and nothing has changed at all. Because of this, I have not complained directly to Treliske this time. 

The staff on Wheal Rose were very supportive to me this time around, and delivery were, once again, wonderful. But I feel that there are too many seemingly uncaring people working for the Trust in maternity services. I feel that they caused trauma to me when I was at my most vulnerable.