"My surgeon was very good and polite, ..."

About: Lister Hospital

(as the patient),

What I liked

My surgeon was very good and polite, I had complications and he tried to make it as easy for me as possible.

What could be improved

staff attitude. I am disabled and was on ward 7b after having hand surgery, I needed the toilet and asked the nurse if she could put the raised toilet seat on the loo for me, which she did. when i got up from the toilet the raised seat moved and i slipped banging my operated hand on the sink. I was in a lot of pain and told the nurse what happened and the reply i got was "oh dear" and she walked off. When i needed the loo again I asked for the raised seat to be put on, this time i checked it was on properly and it was very loose the nurse said it was broken but would be ok to use, when i said i wouldn't use it because earlier i banged my hand she said there wasn't anything she could do as there wasn't another one so i had to use the commode. I spoke to another nurse who said he would see if they could get another one, he came back to me later and said he couldn't get another one as it had to come out of the ward budget and the sister wasn't there to autherise it.

I waqs upset by this as i only wanted the dignity of going to the loo without help.

Unfortuantly I had to return to the ward 2 weeks later as i needed another operation on my hand as the replacement finger joints were dislocated (could this have happened when i banged it earlier?) they still hadn't replaced the raised toilet seat so I again had to use the commode. I am very unhappy with the attitude of the nurses, for them it might not be a major thing but for me it's my dignity.

Story from NHS Choices

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Response from Lister Hospital

And your dignity is of prime importance. We know that it can be difficult to do this, but you have a right to discuss these important matters formally with the Trust. Broken equipment should not be used and we are sure that had the sister or matron been involved, the issue could have been resolved there and then. We'll be in touch with ward 7B to let them know about your experience.

While we would like to think that our staff would escalate such issues automatically, clearly this has not happened in your case. Our advice in such circumstances is always to seek to involve the sister or duty matron, who do have the ability to take remedial action. But where that's not possible, especially where someone has already gone home, then please complain to us - send your complaint to: patcomplaints.enh-tr@nhs.net

Patient complaints are investigated formally by the Trust and where things have gone wrong, then the least any patient deserves is an apology. But more importantly, they allow us to put things right where that is not happening locally.

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