"Far below expectations"

About: The Royal Victoria Infirmary

Emergency Eye Department - Extremely long waiting times, Poor communication of care planning and diagnosis, Poor staff attitudes (No one introduced themselves, had to wait for staff to finish discussing swimwear on reception before booking in, told optician could have dealt with issue (Even though GP had referred myself to the unit and I went on to need an urgent head CT) Uniforms - Missing badges and one nurse even wore a cap into the treatment area with a patient, not a very professional or reassuring image. Ward 20 - Poor communication of diagnosis and plan (Left 3 hours after urgent head CT with no indication of what was wrong, if clear etc) Confidentiality. (Consultant discussing me on the phone in the corridor of the ward which I over heard.) Communication skills, lacking. (Informed by staff nurse that I had to wait and she was very busy, although she was sat at a desk talking to her colleague about nights out when I inquired about my treatment) No drinks offered during the stay on the ward which was hours long. Consultant unable to access scan results and as a result unable to update me fully on plan, Consultant continued to sit on her mobile phone whilst on call to Neuro consultant regarding my treatment. Ward 43 - Again poor communication of diagnosis and planning, no introductions of staff, not offered drinks during an 8 hour stay on the ward until a complaint was made. Extremely long waiting times in between treatments and consultations (Hours at a time without any information or contact) Over all, a horrendous ordeal from start to finish. As a student nurse myself, the lack of compassion for patients is quite unbelievable and the lack of communication worrying. Common courtesies such as introducing yourself to your patient go a long way in alleviating stress in such awful situations, sadly this did not happen to myself. Also, being made to wait for hours after "Urgent" CT scans with no idea why you are being sent for them or if they are even clear is quite concerning. Having hours to lament over the possibility of having a brain tumor is not the most pleasant of experiences, as I am sure most would agree. While I fully understand the pressure of increasing work loads in the NHS, certain standards should be met...sadly I feel these have not been met during my treatments and as a result, I am absolutely dreading my next visit in 2 days time for more unpleasant and painful treatments.

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Response from The Royal Victoria Infirmary

Many thanks for the time taken to leave your feedback on your recent experience for which we would like to apologies for any distress caused. We are extremely concerned about the comments you raise but without further specific information we are unable to investigate or comment on your individual case. It would be helpful if you were willing to discuss this further, and If you would like to discuss this matter further please contact Paula Coulson, Matron Neurosciences on 0191 2336161.

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