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"no compassion from ward staff"

About: Freeman Hospital

My son is four and recently had a tonsillectomy on ward 11. As an overnight case was horrified when we were expected to carry /drag him and his bags a fifteen minute walk and up two floors in a busy lift to find an overnight bed for him on another ward this was at 19.00hrs. Prior to this the theatre team and anaesthetic team were professional whilst also being very friendly and reassuring. His daytime care back on the ward was minimal we had to beg for painkillers for him 8 hours after he last had any. There was no warm smile or engagement of conversation with him felt like we were a burden on the staff. Syringes were thrust at us to adminster my sons meds he was deprived of half his prescribed painkillers and was in constant agony. He had many frowns and scowls from a staff who should not work in a care enviroment if they have no compassion. Night nurse was brilliant and they should have more staff like her. Relieved when we trecked back to the ward the next day to be discharged. Have been able to persuade my son to eat with threats of a return to Ward 11.

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Response from Freeman Hospital

Thank you for taking the time to post your comments on NHS Choices about your son’s recent experience in the Freeman Hospital. We are very disappointed to hear about the problems you encountered and are very sorry that your son been upset by their experience on ward 11. We understand the anxiety that a hospital admission can cause particularly to young children and are very sorry that we did not meet your reasonable expectations during your son’s admission. On behalf of the nursing staff involved we would like to offer you both our sincere apologies. As your posting is anonymous we are unable to investigate further but would be very keen to do so in order to identify how these issues arose and how we can improve the service we provide to our young patients. To help us do this, we would be grateful if you could contact Matron Carol Robson, ENT on 0191 2448543 who would be very happy to investigate your concerns further.

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