"Stressed Staff"

About: Medway Maritime Hospital / Accident and emergency Medway Maritime Hospital / Urology

(as the patient),

I was admitted with an infection post surgery for iv antibiotics, fluids and pain management. Waiting for hours in a side treatment room for a bed I heard the staff openly worry about bed shortage. Unfortunately someone died and I got their room, the floors had not been cleaned (visibly stained) and this disturbed me. Was then moved onto mcculloch ward later and found staff too stressed. Night time shift were openly complaining that they didn't have enough time to finish their work and the nurse I saw was told to go to the A & E dept in middle of night. She said she had too much to do but was told she had to go. Next morning when shift change occurred, my fluid balance notes had disappeared and notes had not been written up and I feel that's because staff hadn't been on the ward to do their job. My urine samples ( left in ward toilet as instructed for measuring) were left untouched for over twelve hours even after telling countless staff they were there. (In the end I flushed them as had nowhere else on floor to put them! ) Part of my recovery was to eat and when I asked for a different meal was told on two separate occasions that I had no choice and had to eat what had been ordered by a previous patient. (I was not being fussy, I genuinely do not eat liver). When supper came I was told I wouldn't get a main meal as I refused the liver. My husband had to go get me food. No complaints about staff, just very aware they were not happy and fulfilling their job. So glad I am not old and vulnerable.

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Response from Medway NHS Foundation Trust

Please accept our sincere apologies that your experience was less than expected.

It is not acceptable that you as the patient had to be worried about the staff openly expressing their concerns about bed shortages and not being able to finish their work due to work pressures.

The lack of time and resources should not be an excuse for poor patient care.

I will ensure the staff are made aware of how their behaviours can impact on the patient experience.

The issues relating to food are also noted, we now have new menus with lots of options for Patients to choose from or alternatively we can order meals better suited to individual taste. Again I apologise that you were not offered this choice or given an explanation. If you would like to discuss this in more detail then please contact the Patient experience team on 01634 825004.

Thank you

Patient Experience Team

01634 825004

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Response from Medway Maritime Hospital

Thank you very much for taking the time to provide feedback on the care you received at the hospital. We are sorry that it failed to meet the standard that you should expect. Please can we ask you to contact our PALS department so that we can look into the specific aspects of the care you received. http://www.medway.nhs.uk/for-patients/patient-advice-and-liaison-service/

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