"disorganised chaos"

About: Southmead Hospital

i had my operation admission time of 7am. Seen all the relevant people by half past 8 and was told I was second on the surgeon's list. I didn't have the surgery until nearly 4pm. Not once did anyone come to explain what was happening. I was just left sat there along with other people in the same boat. I was left in recovery because there wasn't any beds on the ward. I got on to the ward, and all the staff were friendly. However, no regular pain relief was given. So I pressed the bell and had to wait 20 minutes for someone to come in and sort pain relief out. Waiting was a regular occurance. It got to the point where I had to plan going to the toilet. Misplacing my notes happened more than once. It didn't help because I never seen the same member of staff, no one really done a proper hand over. So I found that I was often repeating myself. I was taken for an X-ray and no one could tell me why. There is so little communication on this ward. No one asked me if I wanted a wash or to get changed. On one day I was asking all morning before someone managed to get me a bowl of water. I also ran out of drinking water. I asked for 4 hours before I got a fresh jug. One night I had people visiting. They thought it would be nice to get me out of bed and get some fresh air. However, the ward did not have a wheelchair that had a leg support which I needed. And according to the nurse in charge, hardly any wards would have this type of wheelchair, only the physiotherapists would have them. But she didn't try to find us one. Another nurse came with a normal chair and tried propping my leg up with boards and pillows, but this was no help. On the plus side, I couldn't fault the majority of people for how friendly they were. Especially the staff that do the meal round. Always made me smile, and asked how I was doing. They were a real pleasure to be around. Always made sure everything I had so I was comfortable. Always had a smile on their faces and always polite. I couldn't rate them high enough

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Response from Southmead Hospital

Dear Anonymous – I am sorry that your time at Southmead was so stressful and appeared disorganised and I regret the information you received was poor. I can understand how this will have added to your stress. Good communications is central to a patient’s care pathway and in recognition of this all staff have or will attend iCARE training to reinforce this. Regrettably as North Bristol is an Acute Trust, we receive many emergency cases every day. I am sorry that staff could not confirm the time of your procedure, however, theatre lists are always fluid and are constantly adjusted as the day progresses due to some procedures finishing earlier or later that the time scheduled. I also apologise that staff were not able to respond to your calls for assistance in a timely manner, as clearly this would always be the aim. Thank you for your comments about the majority of staff, this will be fed back to all the areas concerned. Kind regards – Steve Sykes Advice and Complaints Team

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