"Firth 4 ward stay after Colorectal surgery."

About: Northern General Hospital

Anything else?

Having received exemplary care from the surgical team who carried out my bowel cancer surgery, I wanted to add my compliments for the staff on Firth 4 where I received 7 days after care! The staff were outstanding! I felt like an individual and not just another patient! I had a few 'down days' following my surgery and the support staff were so lovely and came to check up on me when they came back on shift next day! One member of the support staff was especially outstanding in her attitude to all the patients. A true asset to the NHS! The ward was kept clean and well maintained. Having given high praise to most staff, there was just one member of the support team who wasn't quite as outstanding in her attitude and approach. My partner felt that I should have broached my findings at the time of my stay. However, I didn't feel physically or mentally able to do so at the time. I felt that she dealt with some of the older patients in a way that left me feeling uncomfortable . . . bullying is maybe too strong a word, but 'encouraging or cajoling' are too mild. I also witnessed an interaction between her and one of the lovely night nurses. A petty interaction that lead me to think there were 'team' issues. Two personal events I encountered included a 'reprimand' for dropping my cough cushion on the floor "these don't go on the floor!" (maybe her sense of humour?) but the fact I hadn't noticed it had fallen off the bed and my temporary immobility following surgery, her attitude made me feel like a naughty child! A bigger issue was around my pain relief. I buzzed for help and after what seemed a while, she came to the bed and said "What do you want?" I asked for pain relief and she went to find the nursing staff. I checked my phone for the time and after 15 minutes, still no one came. I buzzed again and a male nurse came. I explained that I had asked for help some 15 minutes earlier. He returned to say my pain relief was being 'bagged up' (I was no longer on a drip and was taking oral pain relief so this was a surprise!) after a further 15 minutes, I noticed a nurse putting up a drip bag for another patient. Thankfully, the nurse then came to check my catheter and noticed I was awake and when I explained about my pain, she promptly returned with painkillers! This was now 50 minutes after my initial call for help and my pain had spiralled! I understand that staff are busy and I tried to be a 'good' patient, but this tarnished my view of an otherwise exemplary stay on Firth 4! A huge Thank You to everyone who worked so hard to make my stay a pleasant one!

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Responses

Response from Sheffield Teaching Hospitals NHS Foundation Trust

Dear JW

Thank you for taking the time to give us your kind comments regarding ward Firth 4 at the Northern General Hospital. Staff always welcome positive feedback and I will ensure your comments are passed on to those involved.

Regarding the particular incident with the member of the support team, I am sorry that on this occasion your care was not of the high standard we would expect at our Trust. We would like to be able to respond in more detail to you about this.

If you would like us to investigate your concerns further please do contact our Patient Services Team on either 0114 271 2400 or pst@sth.nhs.uk and they will take additional details from you.

I hope you continue to make a good recovery following your bowel cancer surgery.

Thank you again

Response from Northern General Hospital

Dear JW Thank you for taking the time to give us your kind comments regarding ward Firth 4 at the Northern General Hospital. Staff always welcome positive feedback and I will ensure your comments are passed on to those involved. Regarding the particular incident with the member of the support team, I am sorry that on this occasion your care was not of the high standard we would expect at our Trust. We would like to be able to respond in more detail to you about this. If you would like us to investigate your concerns further please do contact our Patient Services Team on either 0114 271 2400 or pst@sth.nhs.uk and they will take additional details from you. I hope you continue to make a good recovery following your bowel cancer surgery. Thank you again

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