"Unhappy about bullying behaviour of nurse"

About: Royal Bournemouth General Hospital / Accident and emergency

(as the patient),

I was admitted by ambulance after adverse reactions from medication taken after an accident several weeks ago, which has involved multiple fractures to the foot, and a fractured elbow, which needed metal pin.

After 4-5 hours, I was taken to a side ward. The nurse overseeing the ward told me to walk to the toilet. When I requested a commode, as I said I cannot walk, she asked me I did at home? I said I had a chair on wheels. She said she would find a commode.

I waited a long long time. I called out several times. The bell was not working, this nurse ignored me. I was going to crawl to the toilet, I was desperate. She then brought a commode and said that I had better make the most of it, as she was not bringing it again.

I felt I was being bullied for no reason, so I called for the doctor and asked if I could go home, the Dr said they were waiting for final blood test results but could phone me if tests not clear. I asked the Dr if they could arrange special transport, as I could not walk. The doctor replied, yes they would arrange it for me. I then signed the discharge papers.

5 mins later, this nurse returned with a big smile on her face and with great pleasure informed me that I was not eligible for hospital transport, as I had discharged myself. I told the nurse I could not walk, she told me to phone someone to collect me, I replied I do not know anyone in the Dorset area, She told me to take a taxi. She then took me in a wheelchair to the phone pressed the button and passed me the handset. She then proceeded to the exit, to try twice to wrestle the hospital blanket I had around my shoulders, although I had pyjama bottoms and a slipper on my good foot, I had very little on my body and she could see through this. She then wheeled me outside the hospital into the wet night it was 4.30 am.

By the time I had got home my foot was double its size and hurting more than it had before. Two days later, I was going for routine x-rays for my foot and arm, I was very upset to be told that I would have to continue wearing the leg brace and must not put any weight on my foot til the next x-ray in 6 weeks. This nurse not only made my stay in a A&E very unpleasant, she may have caused further damage to my fractured foot through her vicious and vindictive behaviour. I feel that other staff should have intervened.

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Response from Sue Mellor, Patient Experience Lead, Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust

Dear Southbank

It is with very great disappointment that I have read your story outlining the very poor attitude and behaviour of the nurse in our A&E department. Please be aware that we aspire to provide every patient with high quality standards of care and I am so sorry that we have not provided this for you. I thank you for taking the time to write such a comprehensive review and may I apologise up front for not providing you with the quality and compassionate care that every patient deserves. Because of the serious nature of your comments we would need to investigate this further. I would appreciate it if you would give me two weeks to review this appropriately and I will reply on Patient Opinion after that time. In the interim period if you would like to discuss this further please contact our PALS department on 01202 704886 and I wish you a speedy recovery.


Sue Mellor

Head of Patient Engagement

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Response from Sue Mellor, Patient Experience Lead, Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust

Dear Southbank

Please forgive the extended time taken to respond as promised, we take feedback very seriously as you know. Please also know that I have discussed your posting in detail and personally with the Matron in the Emergency Department and we are both significantly apologetic to the treatment that you received. We have invested in training within the department and patient’s stories, including your own have been discussed at the team meetings, to hopefully ensure this never happens again to another patient. There have been many improvements with the Emergancy Department to improve the quality of care and treatment in Emergancy Department and I hope that if you ever require our services again you will personally witness a huge improvement. Again I am sorry that we did not care for you in the manner we aspire to and Thank you for your patience in waiting for this reply.

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