"Treatment for pancreatitis"

About: St George's Hospital (Tooting) (London)

(as a relative),

What was good?

Patient has received care in the following wards: A+E, Richmond AMU, GICU, Cowell, Marnham, Gray and Florence Nightingale.

The care and kindness of the dedicated staff in the GICU was excellent. The care in the other wards, especially Marnham, was very good. All the doctors, nurses and support staff did their best to give of their best. However, there seems to be a difference between the medical and surgical wards. The staff in the medical wards have more often an awareness of patient vulnerability and the need for a gentle touch.

What was not so good?

The patient was transferred from GICU to a general surgery ward. As a relative, I asked a nurse how the patient was doing. The response was “ok but personality wise I get nothing”. To say that I was upset would be an understatement, I could not understand how the nurse was not aware that the patient had been in GICU for twelve days or that illness can affect a person’s personality.

About a day later, the patient went into respiratory failure and had to be transported to Richmond AMU. I had not realised that a stay in hospital included a personality competition!

At times, the night nurses seemed reluctant to bring patients a commode. This patient was told they were independent and could walk to the toilet. It was only when the patient pointed out they had a chest drain that a commode was brought.

A delay to bring a commode means that some patients soil themselves which does nothing to enhance their dignity or promote respect. I understand that there are staff shortages and staff can be overworked. However, this aspect is so important that it should be given priority.

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Response from St George's Healthcare NHS Trust

Thank you for taking time to post your comments on this site. Your positive and negative comments will be sent to the wards mentioned. We are so sorry to read of your relatives negative experiences and the communication you and your relative received. This is below the standard we would expect for our patients.

You can contact the Patient Advice and Liaison Service (PALS). The service can help you identify how you can get in touch with the appropriate staff members to enable feed back and identify areas that were functioning below standard for patients, this would help identify areas that require improvement.

PALS can be contacted by telephone on 020 8725 2453 or by email - pals@stgeorges.nhs.uk.

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