"Poor Pain Management, Quality of Care and..."

About: Bmi - The Harbour Hospital

My wife was a patient at the BMI Harbour Hospital Poole March 2015 and in my opinion received poor quality of pain management care and an unsuitable bedroom for the following reasons We arrived 7.20am as asked 15 minutes earlier than the appointment 7.35am for a ECG however the staff were unaware of this and no ECG was taken before the operation We were taken to a room at 7.35am which had a faulty radiator and the staff were fully aware. We were told my wife would be transferred to another room possibly before her operation or directly from theatre. The radiator produced a loud noise at intervals when the thermostat cut in A gown supplied had no fastenings and had to be replaced After the operation my wife was returned back to the same room at 12.45pm I visited between 7pm and 9pm At 7pm I found my wife distressed and very upset. The noisy radiator had not contributed to her recovery and she had waited over 30 minutes for paracetamol after the nurse left to get the tablets At 7.45 the nurse carrying out observations informed us that the main painkiller prescribed was due to be given at 8pm. This was eventually given at 9.30pm I understand by that time she was again in a very distressed state and a lot of pain My wife was eventually moved to a different room at 11pm due to the radiator noise. The nurse on night shift said they couldn’t stand the noise from outside the room and asked if my wife would like to be moved The stress caused by poor pain management and frustratingly noisy room and staff attitude contributed to my wife having very little sleep and although she was told she had to leave the following day she felt in no fit state. This resulted in more stress the following morning, she felt bullying by the staff and management. Discussions at senior level resolved this issue and agreed for her recovery to extend another day. With correct quality of care, pain management and facilities this distressing experience could have been avoided and a one night stay would have been adequate. My wife left at 9.45am the following day

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Response from Bmi - The Harbour Hospital

We are sorry to read of your experience with us this March, and we do appreciate you taking the time to share your feedback, which we take very seriously and see as an opportunity to improve our services. We’d very much like you to get in touch with us so we can investigate your feedback in-depth. As you have posted anonymously, may we ask you to contact Keris, our Support Services and Quality & Risk Manager on keris.dent@bmihealthcare.co.uk. She would very much like to speak to you further. In the meantime, Keris has arranged a meeting with maintenance to speak to them about getting the radiator fixed.

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