"Day time care excellent. Night time poor"

About: Royal Free Hospital

I received good care and compassion every day time whatever the shift and would rate it with full marks. I was in the ward from 8th-16th April. 13h-16th April night shift: Called to request a urine bag change and was told it would be lefti to the day staff (several hours later). This left me either holding back on drinking or overflowing. It was changed as it overflowed. Unnecessary amount of noise between staff much of the night. The toilet was blocked in our bay which meant using one in another bay, I was spoken to with raised voice and roll of eyes when I didn't keep up with the staff member who was showing me the way. I saw one incident involving an elderly patient that was unkind and unnecessary. I gauged that folk felt vulnerable about speaking out while subject to this care. On the night of 8th April after my first op I knocked my water over which was cleaned up. I did it again involving the whole jug - annoying I know but I only had use of my left hand. This time I was told it would be left until the morning. I was afraid of slipping on the way to the loo and on my second request a different member of staff cleaned it up. Overall I felt vulnerable at night.

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Response from Royal Free Hospital

We're really sorry to hear that you are unhappy with your experience at our trust. We have passed your comments on to the plastic surgery team so that they can look into your concerns. If you would like a member of the team to respond to you directly, please email rf.communications@nhs.net with further information and your contact details. Thanks.

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