"Rapid access unit ward d46"

About: Sunderland Royal Hospital

After visiting the rapid access unit and speaking with the nurse in charge over the telephone who said I could phone for advice about my condition if needed, I was left very upset due to the abruptness and rudeness of the nurses manners. During the telephone call the nurse interrupted me mid conversation on numerous occasions, virtually accused me of lying, showed no empathy or compassion with my situation, didn't listen to my concerns, and left me distraught and upset with no resolution to my problem other than threats that if the catheter was removed by my GP nurse they would not replace it. It is obvious that this nurse is used to working with a more elderly clientele and doesn't know how to interact or engage with people properly and shows no empathy for people who are going through a difficult time and who have thoughts and opinions of their own. I would not recommend the rapid access unit to anyone who wants to discuss their issues because it seems that opinions other than the nurse working on this department does not matter. On a positive note I could not praise the surgeon who worked on the ward enough for their empathy and assistance and willingness to help. I felt quite sorry for this doctor as the nurse was even abrupt and rude to their own colleague in front of patients!! The toilet facility available which was used to show me how to self catheterise wasn't appropriate or fit for purpose. Overall I am very unhappy and upset with the treatment I recieved from this ward.

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Response from Sunderland Royal Hospital

We are extremely concerned to hear of your experience as clearly this is not the level of care we would expect from our staff. Please accept our apologies for any distress caused. We would like to discuss this further with you and would be grateful if you could contact the Help and Advice Service using the contact details below. It is important that we are able to learn from your experience as clearly this is unacceptable. Email: Helpandadviceservice@chsft.nhs.uk Telephone: 0191 569 9855 or freephone 08005876513 Opening times: Monday – Friday 8 am – 5pm

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