"Claremont Ward a shambolic nightmare"

About: Kingston Hospital

There was no issue whatever with the standard of care and courtesy from the medical team when a relative went here for surgery, probably involving an overnight stay. There were big issues with the nursing and some other staff on the ward, mostly nursing. One nurse gleefully informed the two ladies on the ward to put on their theatre gowns but to remove all clothing including knickers. Both refused to do the latter and we asked for theatre paper knickers. They refused, however another nurse brought these immediately, us all thinking unrepeatable thoughts about the first nurse with regard to patient dignity! The greatest issues were on the ward post op. No sooner had our relative returned, sleeping off the general anaesthetic and another recent dose of morphine than she was having to wake up, remove her oxygen mask and eat. Falling asleep again she was presented with a hot meal. The nurse woke her again, telling her she had to stay awake as she was going home soon. They got quite stroppy and upset her,especially when they raised the bed to a sitting position when she was extremely dizzy. The other patient who had a minor procedure was allowed to languish comfortably for another six hours...... The nurse stood outside the bay telling other staff my relative was being imminently discharged at a time when she was incapable of getting out of bed or walking, leaving us concerned as we could not have got her home or had the pain medicines to control the pain. There was one nurse on night duty for both Claremont and Cambridge wards, with many patients to take through the discharge process. My relatives nurse alarm went unanswered for 45 minutes with a further 25 before the badly needs pain relief arrived. There was a further desperate wait for a bed pan., but the patient was encouraged to stay overnight. Realising by then how isolated and forgotten our relative was on this deserted ward with one person on duty encouraged me to speak to the duty manager to seek permission to stay the night for the safety of our relative. Amazingly they agreed and admitted they had no idea of the staffing crisis! They did call in and apologise to our relative admitting that the patient who had undergone major surgery was on the wrong ward and should have been moved to the other side of the floor post op where other overnighters were. Our relative did receive better care and adequate pain relief afterwards but one of us stayed with her. The next morning before discharge was equally stressful and our relative was in a lot of pain as she had been given 24 hours of pain relief in less than 12 so nothing left to take till mid afternoon at home. The drugs to take home came back incorrect twice and not what the doctor prescribed ........So distressing and so much confusion. A horrible and exhausting time post op on a disorganised, unprofessional, chaotic and unsafe ward. God help any patient with no relative to fight their cause and protect their safety. Disgusting!

Story from NHS Choices

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Response from Kingston Hospital

We are really sorry to hear about your relative's experience at the hospital. If you would like to contact us so you can talk to someone please email PALS pals@kingstonhospital.nhs.uk with your contact details and you can also make a formal complaint through our PALS department.

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