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Care Opinion

Good care via Ambulance but not so good on the ward

Posted By Cornishcolin

"Good care via Ambulance but not so good on the ward"

About: Royal Cornwall Hospital (Treliske) / Pendennis Ward South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as the patient),

I was taken to RCH Treliske by ambulance and cannot fault the ambulance staff who treated me with respect and care. A&E were efficient and reassuring despite being under pressure. The clinical team quickly diagnosed my problem and commenced treatment which is working. 

It was when I was moved to Pendennis Ward that I ceased to be impressed. I know there is generally a staff shortage but my "care" on that ward was minimal. During the week that I was there I was offered a wash on 3 occasions. On each occasion I pointed out that I was mobile and stable and could shower myself, all I needed was for a nurse to make my cannula waterproof. On each occasion nothing happened and I went home feeling dirty.

Each morning a fresh jug of water appeared along with a clean mug which was left upside down on the bedside table. This table had not been cleaned for 24 hours and, in the meantime, was the resting place for urine bottles which were often left for several hours.

I saw healthcare assistants when they needed to take my blood pressure and a nurse when my drip needed changing. Otherwise I saw no-one for hours. 

Not a pleasant experience, I’m afraid.

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Responses

Response from Paul Rosenfeld, Charge Nurse, Pendennis Ward, Royal Cornwall Hospitals NHS Trust 2 years ago
Paul Rosenfeld
Charge Nurse, Pendennis Ward,
Royal Cornwall Hospitals NHS Trust

Submitted on 04/03/2022 at 17:22
Published on Care Opinion on 07/03/2022 at 10:07

I am very sorry that you felt that your experience on Pendennis was not of standard. I am more than happy to discuss your stay further if you wish to contact the ward.

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Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust 2 years ago
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 07/03/2022 at 10:09
Published on Care Opinion at 10:09

picture of Jess Saunders

Dear Cornishcolin,

Thank you for taking the time to share your story with us. I was saddened to read about your experience on Pendennis ward where you were not able to have a shower as the nurse didn't make your cannula waterproof, this is not acceptable and I can't imagine how this made you feel. It is very worrying to see that your table was not cleaned throughout the day, I will speak to the ward manager to find out where is responsibility lies and ask that it is fed back to the team. I understand that it can be very lonely and tedious while in hospital, especially if you have been unable to have visits from friends or family.

I can see that Paul from Pendennis has responded to your post, if you would like to speak to him, you can do so by calling our Switchboard on 01872 250000 and asking to be put through to the ward.

If you would like to raise your concerns formally, you can call the Patient and Family Experience team (Complaints) using the details below. I have already shared your story with them so please do quote this feedback so you don't have to go through everything again:

Email: rcht.patientexperience@nhs.net

Tel: 01872 252793

Thank you again for taking the time to share your story with us, I am sorry that your experience wasn't a positive one during your time on Pendennis time.

Best wishes,

Jess

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Response from Deanne Hill, South Western Ambulance Service NHS Foundation Trust 16 months ago
Deanne Hill
South Western Ambulance Service NHS Foundation Trust

Submitted on 20/12/2022 at 15:22
Published on Care Opinion at 15:22

Dear Cornishcolin,

Thank you so much for providing us with feedback on the service you received, it is much appreciated! I am so glad to hear you were well looked after, though I am sorry that you had to experience this at all.

For confidentiality, your patient information is redacted on this platform and so we cannot find the details of your incident, we would love to pass your message onto the Ambulance crew who attended you and so, if you would be willing to share some additional information, please could you email plaudits@swast.nhs.uk with your name, date the ambulance arrived, address and thank you message - we will then ensure this is passed onto the relevant crew.

Thank you again for taking the time to feedback, I hope you are recovering well!

Kindest regards,

Natalie and Dee
Patient Engagement Team
SWAST

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