"A&E staff were amazing but ward 11 area 2....was a..."

About: University Hospital (Coventry)

Hello, I was rushed into hospital after chest pains that became extremely painful, we arrived at 1pm the ambulance staff and A&E staff were brilliant . I got to a ward 11 at about 7:15. After waiting in rooms and being pushed round corridors. The nurse who saw me did not answer any of my questions, she lied to me that I was going to be on antibiotics,I was informed latter on that she had lost my Dr notes. I also heard your staff outside talking about skipping wards bins and hot drinks as the shifts were too long and she wanted more breaks. this was a very open conversation that my girlfriend was distressed to hear as I had not eaten anything all day and had been offered no food. The nurse in question surprisingly finished her shift without giving me the bottle for a urine sample that she said she was bringing, lazy and rude. This might be an indication that you need to look at the interview / recruitment process. As when in a position of care, your shift finishing in 10 mins is not the most important thing. I left at around 10:00 after discharging myself as to be honest my room was full of sick people and I just did not want to become ill. I felt much better and I did not want to take a bed that someone else who needed it could have. Overall I think that the hospitals standards seem to plummet in the evening and work needs to be done to ensure high standards are kept to ensure staff with the correct communication and organisational skills are assigned , as against were empty and some patents I heard protesting against the staffs attitude Thank you to all your staff who treated me competently. Regards Jamie

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Response from University Hospital (Coventry)

Dear Jamie, Thank you for taking the time to provide feedback on you recent experience in A&E and on Ward 11 at University Hospital, Coventry in December 2014. I am pleased to hear your experience in our A&E department was positive and you were happy with the treatment you received. Unfortunately your experience when you moved to Ward 11 wasn’t the same and I would like to apologise if you felt any of our staff were rude or uncaring towards you, as this is not how we expect our staff to behave. Compassion is one of our Trust values and we expect staff to demonstrate this at all times. You shouldn’t have been left for a long period without food, this is not acceptable and our staff should have taken the time to ask if you had eaten. I agree that better communication between staff at handover times would have improved your experience and reduced any delays you experienced whilst on the ward. I have passed your concerns on to the Group Manager for Ward 11 so we can look at addressing some of your concerns and make improvements and ensure high standards are maintained at all times. I would encourage you to discuss aspects of your care further and let us learn from your experience so we can improve our services, please contact the Trust’s Patient Advice and Liaison Service on 0800 028 4203. If you would prefer to contact us by e-mail, our address is feedback@uhcw.nhs.uk Alternatively, you can write to us at the following address: - PALS University Hospital Clifford Bridge Road Coventry CV2 2DX If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients. Thank you for leaving your comments on NHS Choices. Communications Team University Hospitals Coventry and Warwickshire NHS Trust Telephone 0800 028 4203

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