"Was in too much pain but nobody seemed to care..."

About: West Middlesex University Hospital

I called 111 as I was in terrible pain from my bladder infection and not able to pass urine for more then 8 hours. I was referred to Middlesex University Hospital. When arrived at West Middlesex University Hospital I waited there for a reasonable time - 1 and a half hour. After reaching the ward my nightmare started. I must make it clear: I was in deep pain! I was told I need a catheter but the nurse had no idea how to put that in, so even more pain for me! After a doctor finally did the job, I was thrown down in a wheel chair and taken to Observations Ward. I was told there is no bed and a doctor will come to discharge me at some point. Nothing was told to me about what is going to happen next unless me or my partner asked two times every nurse. At some point I got in really great pain and agony again, but no doctor came to see me or any of the nurses sitting at their desk in front of me cared to give me any help or at least try to see why was I crying out in pain. It was only after I said that if no action is taken to help me out I will pull the catheter out myself when one of the male nurses there decided to get up of his chair and help me take it out. After all this finally finished and I was waiting fir the doctor to see me - 2h since my last encounter with him - one of the nurses said that I should have started drinking a lot of water immediately after the catheter was taken out. I told her nobody said that to me at which point she told me that "she's telling me now and that I should listen to her"! I heard at some point they were short of staff and working for long hours in order to cover other peoples rota, etc., but this situation is never explained in a professional way and no attention is paid to your urgent demands when you feel like you're about to drop dead because of the pain. Why is there no right and straight to the point information given to patients? Why do you have to hear for your self what is going on around you and most of all, why do you have to suffer for out of staff or unprofessional staff or staff that have no clue how to do a bladder scan, a catheter insertion, etc.? Why are so much money invested in something that is unprofessional and does not suite any needs? I felt treated like a doormat. When I left home and said :"Good night, thank you" all I heard back was silence!

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Response from West Middlesex University Hospital

Thank you for your feedback. We would like to apologise that your experiences here were not of the high standards we aim for for all our patients. Your comments have been passed on to the relevant managers here. We would like the opportunity to investigate the issues you have raised so that we can respond to you in detail. Please contact us via pals.service@wmuh.nhs.uk / 020 8321 6261.

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