"Dissatisfaction of Weekend Doctor and Antibiotics"

About: Heartlands Hospital / General surgery

(as the patient),

I had been referred by the urgent care centre on the mid november 2014 with suspected appendicitis. I was operated by a wonderful team the next day at around 11. 05pm. Thereafter antibiotics were started. They were supposed to last 3 days.

I started throwing up from the evening of the day after. I was unable to keep anything down. On the morning of the following day some doctors came around and stopped my antibiotics (I have no idea why). I was still being sick at this point. I was very weak and my lips were extremely dry but I was thirsty. The lovely Nurse took a urine sample which showed that I was presenting Ketones at this stage. I informed her that I had this condition (hyperemesis) with all 3 of my pregnancies and that I would need to be put on a drip in order to for me to recover. She informed me that she was unable to put me on a drip however she will inform the doctor that was on the for the weekend. She checked for any signs of diabetes of which there were none.

She then came back to me saying the doctor would not prescribe the drip and that I should try to drink water.

I was so desperate by this time that I even Direct Messaged the previous chief executive from my bed. I forgot that he had left at this point.

I told her again that my body would not be able to recover. I carried on being sick and with that I weakened. I called the nurse again. She spoke to the doctor again who finally agreed to see me!

I told him about the hyperemesis and that I should be on a drip but again he really wanted to dismiss what I had to say. I found his demeanour very arrogant and rude, didn't introduce himself however I noted his name from his badge. I really had to push him hard to get a drip even though I was quite weak at this point.

All he wanted to know is why I was being sick rather than wanting to at least rehydrate me at that particular point which is what I desperately needed.

He finally agreed for the drip but never actually came back to see how I was feeling, if it had worked, if I was still vomiting then why - just nothing. Just terrible behaviour and values.

What I want out of this is for doctor to have the relevant customer service training for a start, a crash course in #HelloMyNameIs and maybe go over the basics of hydrating the body which he seems to have forgotten/missed and maybe even some communication skills in order to listen to what a patient is trying to tell him.

The other issue is my antibiotics were stopped after a day....! I was back at my GPs and had to be prescribed antibiotics again as I started to get excruciating pain where my appendix was.... What a waste

Please please please in order to stop anyone else having to go this ordeal something has got to be done

Other than that the Nursing team was super lovely with the numbers they had.

Thank you

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Good Morning,

Thank you for your feedback regarding your experience at Heartlands Hospital in November of last year. I am extremely sorry to read your comments and would like to reassure you that we take seriously any issues our patients or their families raise with us. Positive patient experience is very important to us.

I would like to speak with you directly to obtain some more information which would enable me to look into your concerns in more detail. Can I please ask you to either email me at: patientservices@heartofengland.nhs.uk or to contact me directly on 0121 424 0808.

I hope that is acceptable and I look forward to hearing from you.

Kind Regards

Marie Helebert

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by NB (the patient)

Hi Marie

I called your department to speak to you last Friday. I was informed by a member if your team that I would be called back on Monday. Unfortunately it seems this message may not have come to you. I have tried a couple of times since to call but it keeps going to answer phone. I get home from work at 4.30 and that's the time that I tried to call you.

I hope this helps

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Good Morning

My sincere apologies for any delay in speaking with you. Can I please ask you to email me a contact number so that I may call you directly after 4.30pm. Unfortunately our telephone system closes at 4.30pm and is covered by our out of hours voicemail service.

My email is: marie.helebert@heartofengland.nhs.uk

alternatively, you can call after 4.30pm and leave a voicemail message for me, which I will pick up tomorrow morning and then call you.

I hope this is helpful and again my apologies for any delay, please be assured I am very keen to look into and address your concerns and experience.

Kind Regards

Marie Helebert

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by NB (the patient)

I've got to say I am very disappointed with the response rate. It's been well over a month. I understand after I've called you you have also tried to call me back and the message that you left was that you would call me back at 9.30 the following morning. That was on the 5th March. You have my email address and could easily have contacted me via that means.

I understand that you guys will have a work load to deal with however I just don't understand how complaints are progressed in a timely manner. There does not seem to be any organisation in dealing with these cases 😔