"nursing care and communication between staff very..."

About: The Tunbridge Wells Hospital

my daughter was recently on Ward 11.She was admitted via A&E where care was not good but better than on ward .The communication between staff and patient is very lacking and I found the staff generally unfriendly,there were a couple of staff who went beyond themselves but generally it all seemed too much bother.The room was fine but if cleanliness is an issue at this new hospital then this is lacking also .After 3 days we had to ask for bins to be emptied floor cleaned and bathroom cleared of samples left for nurses that had sat there for 24hrs!my daughter was at first very unwell and was vomiting a lot my husband dealt with her a nurse came to do her obs.i said shes actually being sick at the moment...oh ill come back later then?!Is this what they teach in basic nursing care now?!My husband then looked for a nurse with a full vomit bowl,a S/N took it ill get a clean one!"But at no point did a member of staff come to check she was ok.She was told a Ct scan was normal but in fact a junior dr only one with bedside manner may I add saw the mistake and pointed out a problem in her bowel.She has been backwards and forwards to this hosp in 2/52 with bleeding PR .Appts have been messed up as staff failed to take note of her change of address.A secretary was extremely rude to her on one occasion regarding a missed appt.It was because shed failed to send to correct address!One senior staff nurse on ward 11 was very rude to her one day and had my daughter in tears ,I did speak to this nurse on my visit that morning,she apologised and realised shed overstepped the mark.But it is simply not good enough .I am fully aware the stress that staff are under in our overstretched service but common courtesy and basic nursing care is paramount.It may be a sparkly new hospital but what goes on within it is very unimpressive im afraid.She is going to make a formal complaint but at the moment is still recovering and not up to it.She also doesn't want this to cause problems with her ongoing treatment.Only today there has been another mess up with her OPD appt wrong hospital wrong team!!!I really have no confidance in this hospital im afraid.

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Response from The Tunbridge Wells Hospital

Thank you for taking the time to leave feedback on your family's recent experiences of Tunbridge Wells Hospital. We were deeply disappointed to learn of your dissatisfaction with the standard of care, communication and cleanliness during your daughter's admission and for the difficulties encountered with her outpatient appointments. Should you require any immediate assistance, please ask to speak with the nurse in charge on the ward or in the clinic or alternatively, you can contact the Patient Advice and Liaison Service (PALS) on 01892 632953 or email mtwpals@nhs.net where a member of staff will be happy to assist. We note your daughter's intention to raise a formal complaint and we will be happy to review her concerns to provide a more detailed response to the specific issues raised, once we are in receipt of this. Should you require any assistance with making the complaint, you can contact PALS on the methods listed above or SEAP, the local Independent Complaints Advocacy Service, on 0330 440 9000 or visit their website www.seap.org.uk. We are very sorry that your experience fell so short of expected standards and can assure you that we use all feedback as part of our regular review of services, to guide us in making improvements to benefit all our patients. Kind regards, The PALS Team.

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