"Amber B - Hope i never have to go back there"

About: Queen's Hospital (Romford)

I tore my quad muscle. The transition from A&E to the ward was surprisingly swift - 2 hrs. Next day I was sent to have a scan on my knee. They came along with a wheelchair with no leg support. I said I cant get into that I cant bend my leg I've torn my quad muscle. So they went away (to get a suitable wheelchair I thought) 2 hours later a junior Doctor came to me and said I understand you're refusing to go for a scan. Of course I'm not I just cant bend my leg without loads of pain and increasing the tear. They said if you don't have your scan we cant operate tomorrow. So the doctor helped me very painfully bend my leg into the wheelchair. Of course when I got to the scan area the nurse said why didn't they bring down on the bed? So next day the nurse came in with breakfast and I said I'm nil by mouth today as I'm down for an operation. They got their handwritten notes out and said - You're not - you can eat. Same happened at lunch. Later the Doctors came in to say I'm first on the list for the operations that afternoon. The Surgeon said 'Are you eating lunch' Why?? I'll have to cancel your Op until tomorrow. You guessed it the nursing staff including the Sister said 'It wasn't our fault, no-one told us, Had my op at 3pm woke at 5 in the recovery room with a 121 nurse. The nurse said what's the pain level I said 10, they said it shouldn't be you're on max morphine with a pain blocker. The pain was so high I could hardly speak. an hour later no change. the nurse again said what level - I said 10 - they said well it shouldn't be. And .... I need to get home my shift has finished. I said to the nurse please just go, they were doing my head in. The nurse said no I'm supposed to hand you over with pain level 3. I'm booking 3 hours overtime to stay with you. (ahh such caring staff). 2 days later of the course the rush to get you out while saying the opposite. I told the Sister that all the Physios, Occupational health people are ok so can I go as soon as possible as laying here with no TV, no radio and not being able to do anything with my hip to toe plaster (and the staff and your attitude doing my head in). The sister said they were waiting for all the sign offs I said surely you must have them I said as I knew 2 days ago I was going home didn't you? By the time they got the ok from the Doctor and confirmation of what drugs I needed (paracetomol and injections to thin the blood) guess what the pharmacy was closed. 1. I cant believe the pharmacy ever closes at a working hospital 2. I cant believe the Sister didn't anticipate that and get the drugs in the morning. Once again when I questioned them on that they said its not my fault. So the Ambulance arrived with the same wheelchair with no leg support. I said how do you expect me to get in that I have a hip to toe plaster cast on. I cant bend. One of the nurses said oh this hasn't been thought through has it!! So sthey suggested I held my own leg up with a blanket wrapped around my leg. I agreed just to get out.......

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Response from Queen's Hospital

Thank you for your kind comment about the speed in which you were treated in A&E and then moved to the ward. However I’m very sorry to hear about the rest of your experience in our hospital. This is not the type of experience we would expect our patients to receive, or an experience they deserve. I want to investigate this further for you so that we can learn and improve. Please contact me via our PALS team on 01708 435 454 or email PALS@bhrhospitals.nhs.uk. Yours sincerely, Wendy Matthews Interim Chief Nurse

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