"Poor care recieved when moved to a bay"

About: Derriford Hospital / Neurosurgery

(as the patient),

I was admitted to Moorgate Ward, Derriford Hospital as a patient with a bleed on the brain.

Most of the staff were amazing, from the sister to the domestics, very polite willing to help all patients to feel comfortable and relaxed. However, when I was moved to another bay upon the same ward I was shocked by the change in attitude towards patients from one member of staff. I was not the only one to experience this as every patient I talked to in the same bay felt the same.

They didn't smile much, they made you feel guilty for asking for pain relief despite pain being horrendous, they questioned others on whether they really needed to have some medication. Their continuous phrase was 'I only have one pair of hands'. They did however put a slightly more polite attitude on when relatives and visitors were present.

The giving of set time meds was fine but when extra pain relief required, sometimes the wait was quite some time. On one occasion I got so frustrated as they tried sweet talking after I had waited over half an hour. I snapped 'Stop acting all nicey, nice because relatives are here and give me my medication'. This was only experienced with one nurse who's name I am tempted to let everyone know but they will know who they are if they read this.

The other patients were given a questionnaire on their experiences, which I did not receive, and as far as I am aware they both wrote about their concerns over this nurse. I hope that if I ever have to go back to the ward I don't have to experience this again. It seemed they had no compassion and often tutted and walked away shaking their head.

I work in a hospital and would be disgusted if I were ever to see treatment of any patient like this.

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Response from Mary Anderson, Senior Quality Facilitator, Plymouth Hospitals NHS Trust

Dear Bubble

Thank you for alerting the Trust to your poor experience on Moorgate Ward. I am very sorry that you have had to raise such concerns with us but please be assured that I will forward your comments to the Matron and Ward Manager to make them aware of your feedback.

If you would feel able to share further details with the Trust, please can I encourage you to contact the PALS team on 01752 439884. The phone line is open between 0900 - 16.00 Monday to Friday but if the PALS are with a patient, they will call you back if you leave your contact number and your name.

Thank you once again for bringing these concerns to our attention. I wish you well on your continued recovery.

Kind regards


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Update posted by bubble (the patient)

I spoke to the Junior Sister about my concerns, who I have to say was very polite and listened to my opinion. Everyone else on that ward made such an effort with me and all the other patients. It was just a shame that the other patients and I had this other nurse on more than one occasion. The work they do on that ward is outstanding, they are generous kind, polite and very understanding. I don't think the nurse I have mentioned realised we saw her shaking her head and understood the pain that we were suffering. My experience has made me look at how I care for patients and understand from the perspective of a patient how important manners and understanding can be. Simple things make a massive difference to how you feel when dealing with emotional circumstances and the comfort of a patient.

Response from Mary Anderson, Senior Quality Facilitator, Plymouth Hospitals NHS Trust

Good morning Bubble

I am pleased that you spoke to the Junior Sister - I have also contacted the Matron and Senior Nursing team and wanted to reassure you that your comments are being addressed with the team. It is concerning that the actions of one nurse can undermine a team's reputation - I can only echo your comment that simple things make a massive difference.

On behalf of the team here at Derriford, can I thank you again for highlighting your experiences, both positive and negative, with us which has given us the opportunity to follow up with staff concerned.

With best wishes


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