"Poor staff on Paediatric Oak Ward"

About: Musgrove Park Hospital

Discharged yesterday evening after one nights stay on Paediatric Ward where my daughter had been admitted. My daughter and I did not receive a very caring, helpful or responsive attitude from some of the staff and in particular the sister on the ward. The care assistants and staff nurse that saw us when first admitted and the staff nurse that saw us on discharge were fine. The Drs and Consultants were great and my daughter received a completely different manner and treatment from them. They were kind, very helpful and informative. However, the senior staff nurse/sister was so miserable and rude in her manner. It seemed too much trouble if I asked a simple question. I arrived at around 5pm and it was 2 hrs before a Dr came to see my daughter. At around 7pm I asked if there was anywhere to get anything to eat for my daughter and I. One of the nurses said we had missed the evening meal run which I appreciated. I just wanted to know where I could get some food as my daughter and I had not eaten anything since lunchtime. I was basically told the hospital shops and restaurants were shut but I could drive up to Tesco! Not very helpful when you are in hospital on your own with your sick daughter. The sister on that ward (Oak) then said we can feed your daughter but not you. Is that anyway to speak to a parent especially when they have enough to worry about. I was not expecting them to feed me but to deal with someone like that is unnecessary, just a little help or advice in a kind way would have been nice. They most certainly were not rushed off their feet, there were plenty of staff and regardless that does not give you the excuse to be rude. That staff nurse did not engage with me at any point during our stay, they never even managed to smile. I was not even told there was a parent room where I could get a drink. I had a similar experience with the next sister who came on duty when I asked how to get to the Parkside car park as my husband was going to meet me there and drop off some food and drinks for my daughter and I. I was told I'd have to walk all the way around the outside of the building to get there but I had no idea where that was and the sister spoke to me as though I should. I am sorry but when you are new to such a large hospital and do not know your way around, is it too much trouble to give directions. Perhaps if they had just handed me a simple map would have been nice which I later found out were available. To ask a mum to leave her daughter and wonder around outside in the dark is unacceptable! It turned out the doors linking Parkside to Paediatric ward were open and are only locked late in the evening. The nurses on Parkside then told me that in the evenings the sister on Paediatric could just buzz them and they would open the door for me to go through. Shame the sister didn't think to offer this but was happier to send me out into the dark. I am sure they wouldn't have done the same. Not impressed with our stay at all!

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Response from Musgrove Park Hospital

I have just read your comments and I am very sorry to read about the concerns you have regarding your recent visit to Musgrove Park with your daughter. Our PALS Officers would be very happy to help if you would like to call them on 01823 343536 or email pals@tst.nhs.uk. Lucille Hoose. PALS & Complaints Lead

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