"Nasal Surgery - ENT Ward 10 27th March"

About: Freeman Hospital

My operation was listed as a day attendance, however, as I did not go into theatre until late in the afternoon, I had to stay overnight. The staff during the day were absolutely great - best of all was a young trainee who couldnt do enough for you. However, when the nightshift came on it was like staying in another hospital. Staff gave the impression that the patients were an inconvenience. One young female nurse stood at the door of our ward complaining loudly that a patient in another ward was "so annoying, he's the youngest one on the ward and hes made more fuss than all the old men put together". After having packing removed by the ward sister, she told me I would have to return in 2 weeks to have splints removed from my nose, as I didnt realise I had splints in I became upset, her response was to look up to the ceiling saying "Oh, God" before storming out of the ward. I understand that by doing this type of work you can become immune to how distressing and uncomfortable people can be, but I have to say I was quite shocked by how abrupt and uncaring the nightstaff were. I hope I never have to stay on this ward again.

Story from NHS Choices

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Response from Freeman Hospital

Thank you for taking the time to post your comments on NHS Choices. We are pleased to hear that you were well looked after by the staff on day shift, but very sorry and disappointed to hear that the staff looking after you during your unexpected overnight stay fell short of our expected high standard. As the incident you describe was overheard by another member of staff, the ward sister has been able to identify the member of staff who made the inappropriate comment and also the nurse who removed your nasal packs. We would like to offer you our unreserved apologies for their unprofessional behaviour and assure you that this is being addressed with the staff concerned. Thank you for bringing this to our attention

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