"Over night stay following planned operation"

About: Russells Hall Hospital / General surgery

(as the patient),

I had surgery in April 2013 and following this I was transferred to ward B6.

My initial admission was chaotic and they forgot I was waiting! Eventually saw the surgeon who sorted bed etc.

My experience going for surgery was superb. The team were brilliant.

Upon being transferred to ward B6 I complained to a nurse of mild pain. The nurse offered morphine. I declined this as the pain was mild. I then heard the same Nurse ask what morphine was! ! ! !

The ward was 4 beds all occupied. Two were frail elderly ladies unable to care for themselves. They called out all night but we're not heard unless I fetched a nurse as the ward door was shut!

I was awake all night.

As soon as I was checked by the doctor and given the ok to go I went to get changed. Sadly both washrooms were unclean covered in excrement. I asked for it to be cleaned but all nurses refused. I ended up cleaning the room myself so I could go.

In short the consultant and the team were caring, skilled and professional. The nurses on duty during my stay I can only describe as inefficient and uncaring. I hope I never have to stay over again!

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Response from Alice Ford, Communications and Staff Engagement Officer, Communications and Patient Experience, The Dudley Group NHS Foundation Trust

Thank you, Charlie, for giving us feedback about your experience on Ward B6. It is great to hear that you were so impressed by the theatre team and consultant taking care of you.

We are sorry that you were disappointed by the level of care you received once on the ward and that this affected your overall experience.

We are sorry that the nurse looking after you said she didn’t know what morphine was; however, please be assured that patients would never be given any treatment or medication without it being checked beforehand as being appropriate by a registered nurse. All registered nurses are familiar with morphine and its appropriate use.

To make sure patients can sleep undisturbed, we keep doors to bedded bays shut during the night to help keep noise to a minimum. All ward beds are fitted with nurse call buzzers that are connected to the nurse stations. All patients are shown how to use them on admission. We are very sorry if you had a disturbed night and that you felt you needed to get the nurse to care for some of the patients in your bay.

Maintaining excellent infection control standards is very important to us and it is absolutely unacceptable that our staff refused to clean the bathroom. It is the responsibility of nursing staff to undertake cleans like this and so we apologise if you had to do this yourself. The staff working on this ward may well not be the same as those who cared for you during your stay in April 2013; however, please be assured that the current lead nurse has raised this issue with all her staff and reinforced the importance of ensuring bathrooms are kept clean.

Unfortunately, because you visited so long ago, it is difficult to comment on your experience in more detail. All your comments have; however, been passed to the lead nurse and matron for Ward B6 to share with the nursing team.

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