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Care Opinion

I felt as though I was ignored as a human being

Posted By herculesnw63

"I felt as though I was ignored as a human being"

About: Forth Valley Royal Hospital / General surgery

(as the patient),

From the minute I arrived in ward B11, it became obvious that there was a general lack of communication, some less than 'caring' nurses, and some pretty shocking attitudes.

I was witness first hand to patients left in an appalling state for 30 mins or more. One patient was wailing in excruciating pain after surgery (and she had reason to be) and no-one sat with her or tried to placate her.

Staff came in, gave her a painkiller with little communication, and left again. It was only when the doctors came in 4 hrs later to do the ward round that action was taken. Other ladies in the bay were crying at the lack of care and having to listen to this woman in obvious distress.

In my own care, again there was a lack of empathy and communication. I can honestly say, it was the domestics and the student nurses (especially the Spanish nurse whose name escapes me) that showed compassion and conversed with patients. I felt as though I was ignored as a human being never mind as a patient.

The medical care was equally lacking. Attitudes and care opinions swung from one extreme to the other. I have to say my own consultant took the most professional approach and appeared interested. Unfortunately, he was not on the ward round that saw me discharged while still in pain.

Despite being in for 1 week, I never received Covid testing which shocked me. My discharge letter was poor and contained wrong information. An incidental finding on my MRI was never discussed with me either.

I appreciate wards can be busy, but even accounting for this, I can honestly say I have never experienced care like this and I am rather ashamed to admit I am a nurse with over 40 years experience. This is the tip of the iceberg of my experience as an inpatient. The rest I am unable to write without exposing names etc.

However, this experience was so intense that I will be making sure I am never admitted to this ward in the future. I also despair for the future of nursing care and any other patients who are exposed to the same care I and my fellow patients experienced.

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Responses

Response from Chris Rodger, Clinical Director, Surgical Specialties, Surgical Directorate, Forth Valley Royal Hospital 3 years ago
Chris Rodger
Clinical Director, Surgical Specialties, Surgical Directorate,
Forth Valley Royal Hospital

Submitted on 24/08/2020 at 11:18
Published on Care Opinion at 11:18

Dear herculesnw63

I am really sorry to hear of your experience in ward B11. This is absolutely not the experience we expect patients to have and the points you raise about both the nursing and medical care and attitudes cause me great concern. I would be keen to understand this more so that we can try and make sure this is not the experience other patients have.

I wonder if you would be happy to discuss this further, either with myself or our patient relations team. If so, you can contact my secretary on 01324 566939 and I can arrange to phone you back or you can phone our patient relations department on 01324 566523.

Chris

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Response from Elaine Kettings, Chief Nurse, Falkirk Health & Social Care Partnership 3 years ago
Elaine Kettings
Chief Nurse,
Falkirk Health & Social Care Partnership

Submitted on 24/08/2020 at 11:37
Published on Care Opinion at 11:37

Dear Herculesnw63,

Thank you for sharing your experience with us, I am so very sorry it has been such a difficult and negative journey and at this point I must say this is not the experience we would expect nor wish for any of the patients in our care.

We take all feedback really seriously, it is always disappointing to hear feedback relating to poor standards of care, communication, attitudes and behaviours. It would be really helpful if you could contact me to allow me to listen to your story in a bit more detail. This will give me the opportunity to share your story with the Senior Charge Nurse and Clinical Nurse Manager for the ward.

Kind regards

Elaine Kettings, Head of Person Centred Care. NHS Forth Valley.

elaine.kettings@nhs.scot

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Response from Kristoffer Robertson, Service Manager Ambulatory care, Diagnostics and Theatres , Neurology/Rheumatology/Osteoporosis/Fracture Liaison/OMFS/Orthodontics/ENT/Urology/Endoscopy/Dermatology/Breast/Plastics/Ophthalmology/Renal, FVRH 3 years ago
Kristoffer Robertson
Service Manager Ambulatory care, Diagnostics and Theatres , Neurology/Rheumatology/Osteoporosis/Fracture Liaison/OMFS/Orthodontics/ENT/Urology/Endoscopy/Dermatology/Breast/Plastics/Ophthalmology/Renal,
FVRH

Submitted on 25/08/2020 at 10:56
Published on Care Opinion at 14:11

Dear Herculesnw63,

Thank you for taking the time to write a review from your stay on the ward. I firstly would like to say this is not the type of experience I would want any of our patients to have had and is polar opposites to what I have come to expect and love about my nursing team.

I take feed back of all sorts very seriously and ensure we learn from the good and the bad.

To answer the issue regarding Covid testing, as per NHS policy, patients and staff only get tested if they are showing signs and symptoms of the virus and/or are over the age of 70. I hope this alleviates any concerns about this.

I would appreciate the opportunity to discuss the issues with you if you so wish. Please contact me on 01234567287 or alternatively call the ward directly and I can arrange to call you back.

Kind Regards

Kris Robertson

SCN Ward B11

kristoffer.robertson@nhs.scot

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