"Cleanliness standards need raising"

About: Queen's Medical Centre

Anything else?

The positives: Surgeon and the theatre team were absolutely first class. Surgeon was clear, explaining everything very well (including comprehensive information at the initial outpatient meeting several months ago). Likewise, the staff in theatre including the anaesthetist were very professional and patient-friendly giving me no reason at all to have any doubts in their professional abilities. They also took time to clearly explain what was going to happen to me. The negatives: Waiting area: I had to be there for 7am but I had to wait around for over 5 hours (being told very little ) in a grubby waiting room that smelt decidedly unclean. Given the nature of my operation/high infection risk due to my imminent wound site, I took great care to have an extra OCD standard bath and shower at home that morning. However after over 5 hours in the very stuffy, hot and dirty waiting room I felt almost as grubby as the chairs in there. Post op ward was not a pleasant experience. However, ward staff were friendly, polite and pleasant at all times. I found the ward very dirty. The toilets had faeces crusted on them and there was no way in this world that I would have sat on these toilets. I did not like the flip signs that made the loos male or female and women and men were only separated by bays which is not ideal. The ward itself was hot, stuffy and very shabby (especially the bathrooms). My main concern about Wd was the lack of basic common sense care. I do not blame the nurses as they were very busy (I work in the NHS myself and appreciate only too well the pressures that they are under to meet targets) and their time is not freed up to actually care. The "Care around the Clock" system was pointless as my clock remained at 6:00pm for the whole time I was there. My first night was grim. I was in a lot of pain and sick from morphine. I had to be catheterised. The catheter mechanism broke as this was taking place and I felt warm urine on my legs and was worried that it was near my wound site. Unfortunately as the nurse was dealing with this at silly o'clock, the patient next to me crashed backwards in a dead fall through my curtains requiring immediate attention. The nurses were all prompt in aiding this lady. They needed a pillow for the fallen lady so I offered mine, which they put on the floor to help the lady and then gave the pillow straight back to me (not exactly hygienic) . Following this, the nurse catheterising me apologised and said she needed to change my sheets. She then tried to roll me on the clean bit of the bed but I had to ask her to spray and wipe my legs with my own Dettol spray before moving me. The soiled sheets were still in a ball on my chair when I went home the next evening. I had to stop a nurse giving me oral NSAIDs by saying I hadn't eaten for 31 hours. Patient opposite me had to wait far too long to get her leaking colostomy bag changed. Unpleasant for her and others. So glad to get home and get clean.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Nottingham University Hospitals NHS Trust

We are sorry to hear about your recent experience during your stay at QMC, but are grateful you have taken the time to get in touch to let us know where we have fallen short. It would be really helpful if you could get in touch with Alison Cargill, senior nurse and complaints lead on 0115 9691169 x76023 so that we can get the details of the ward on which you stayed and dates of your stay etc so that we can speak to colleagues on the ward and also our Cleaning Services colleagues. We would wish to provide you with a full response to each of the concerns you have raised with us in order that we can, where appropriate, make changes and improvements for the benefit of our future patients.

We acknowledge your concerns (and await further details) and also note your positive feedback for our surgical and theatre teams, which we will equally share with colleagues.

Response from Queen's Medical Centre

We are sorry to hear about your recent experience during your stay at QMC, but are grateful you have taken the time to get in touch to let us know where we have fallen short. It would be really helpful if you could get in touch with Alison Cargill, senior nurse and complaints lead on 0115 9691169 x76023 so that we can get the details of the ward on which you stayed and dates of your stay etc so that we can speak to colleagues on the ward and also our Cleaning Services colleagues. We would wish to provide you with a full response to each of the concerns you have raised with us in order that we can, where appropriate, make changes and improvements for the benefit of our future patients. We acknowledge your concerns (and await further details) and also note your positive feedback for our surgical and theatre teams, which we will equally share with colleagues.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Updates, changes and questions related to this story