"Awesome Surgical Team - Appalling Ward Staff"

About: Royal Orthopaedic Hospital

It is difficult to overstate how good the entire surgical team were - throughly professional and right at the top of their game. I was nervous before hand but they placated my fears well and did an outstanding job. Sadly the contrast between them and the entire ward team (with the notable exception of the physios) could not have been greater. The contrast is not simply because the surgery team were so good the ward staff were appalling. Having to telephone my wife to call the ward who had not answered my buzzer in 30 mins was beyond sub-optimal. Ironically the phone was answered straight away. Abject disinterest and unprofessionalism abounded. Being left for 6hrs on a blood soaked bed waiting for a dressing change does not impress. Neither does being left crewing in agony for over 30 mins when operative pain relief has worn off and they cannot be bothered to arrange further pain relief or do some radical like offer some compassion when the case is being sorted. Add to this a bed that was malfunctioning and randomly compressing causing severe pain which took 5 hrs to change and care that was straight out of a Soviet state - "I can't do that I'm not a XXX" when you're only asking for a pee bottle. Blood spills not cleared up - I could go on but all of this can be seen in the staffs debacle. This is nothing to do with manning numbers its about compassion, professionalism and common sense.

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Response from Royal Orthopaedic Hospital

Dear Anonymous, Thank you for your feedback both good and otherwise. As a hospital we are committed to learning from the feedback that our patients and services users take the time to tell us about. Can I ask that you reach out to either myself or my colleagues Michelle French and Lisa Kealey so that we may get some details as to when and where so that we may put things right; although it may be too late for you, we can ensure that the care and treatment we deliver is right for all our patients and is in line with the standards we aspire to achieve. Please contact us on 0121 685 4128 or via email at roh-tr.pals@nhs.net and we can arrange a suitable time to speak or meet with you to learn more and then appropriate actions can be taken. with thanks in advance and my best wishes for your recovery, Claire Williams, Patient Relations Manager

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