"Inpatient admission"

About: Borders General Hospital / Planned Surgical Admissions Unit Borders General Hospital / Trauma & orthopaedics (Ward 9)

(as the patient),

I first presented in A&E where I was then admitted to ward 9 to get a scan the next day. I seen many things on my stay on the ward I was not happy about. Firstly, I did not receive a wristband and at no point did anyone give me one, not even when a nurse asked to check my wristband and I told them I didn’t have one which they then just said okay. They didn’t check who I was before giving me my medication and doing my bloods.

There was another patient opposite with the same name which makes it worse because medication or bloods etc could easily have got mixed up.

Secondly, no one responded to the buzzers. Patients would wait an hour when they buzzed if they needed the toilet before someone eventually came. I felt the miscommunication was dreadful, I was told I wasn’t allowed to eat or drink past a certain time but the next day I was told I was meant to drink all along. I went 12 hours without eating as was waiting on my scan results and every time I asked one of the nurses they said they would go and ask the doctor but they never came back to me. Eventually a nurse came saying I was getting discharged and I could go, bearing in mind they didn’t give me anything to eat before I went. 

I had never stayed in a hospital before and especially with Covid-19 and no visitors it made it so much more anxiety provoking so this visit made everything so much worse. The level of care and carelessness needs to be improved. I was a patient also except I was getting up to help with patients with some things as well since no one came when they ran the buzzers.

The only good thing about my stay was the nurses at the ultrasound department. They were fantastic and so reassuring. They chatted to me the whole time during my scan and they made my stay in the hospital a lot better. 

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Response from Grace Brydon, Senior Charge Nurse, Orthopaedics, Borders General Hospital 6 days ago
Grace Brydon
Senior Charge Nurse, Orthopaedics,
Borders General Hospital
Submitted on 07/07/2020 at 13:02
Published on Care Opinion at 16:27

Dear Hope2134

Thank you for your feedback, please accept my apologies for not replying to you sooner. I am so sorry to hear about your recent experience whislt you were a patient in Ward 9. This is not the type of experience we would want any of our patients to have. The issues you have raised regarding the wristband and the lack of checking that you were the correct patient, you should have had a wristband applied and when noticed that you didn't have one this should have been rectified. Please accept our apologies and I will ensure that this is shared with the staff to ensure this does not happen again. Also, regarding patients waiting a long time for buzzers to be answered, this is not the experience we would want any patient to have and I apologise for this. Also, I'm sorry that you were not informed of the changes in your care and treatment and you should have been updated as soon as possible. I'm also so sorry to hear that, this being your first experience in hospital, that all of these situations made this a more anxious one for you as this is not what we would want for anyone.

Thank you again for your feedback. I will ensure that it is shared with all the team. Again, please accept my apologies and I really hope that you are recovering well following your recent stay in hopsital and if there is anything else I can do or help with, please let me know.

Kind regards

Grace Brydon

Senior Charge Nurse

Ward 9


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