"My mother had an elective total ..."

About: Kettering General Hospital

(as a relative),

What I liked

My mother had an elective total knee replacement on Ashton ward. When we arrived, the staff nurse was very efficient and cheerful. She made my mum feel at ease. The doctor and anaesthetist saw her almost immediately and she was taken to theatre within an hour of our arrival. Very impressive!

What could be improved

My mum went to theatre very quickly after her arrival and because of this she didn't have time to unpack her belongings. The nurse told us that when she returned from theatre she would be in a different bay so I decided to take her handbag home with me. Later that evening, at the end of visiting time, I took the handbag back to her. She already had visitors so it was my intention just to pop in to return the bag. When I was in there the nurse from the late shift came in behind me and, quite frankly, spoke to me like I was naughty school girl. She spoke to me in such a way that the rest of the visitors in the bay turned around to look at what was going on. The nurse asked me why I had brought the handbag back and why hadn't I left it in the safe and why I had taken it home in the first place!!! My mum told her that there was nothing valuable in it just her glasses etc and some loose change. The nurse sneered and in a very patronising way told her that she 'wouldn't need any pennies'. I was so angry, humiliated and embarrassed that I had to leave without even saying goodbye to my mum. I spoke to my mum after the event, when I had calmed down, and she made me promise that I wouldn't complain while she was still an in patient as she was worried about how she would be treated if they found out. She then told me that during the night she had asked the care assistant to pour her a glass of water as she couldn't reach and she was told that they didn't have time!!!!! There are other things that made my mums stay unpleasant but I probably haven't got room to list them.

Anything else?

Although the start of my mums stay in hospital was nothing short of amazing, the thing that she, and I, will remember the most is how we were spoken to by one individual and that has tainted any good thoughts we had about the hospital.

I visited my mum today, she is recovering well and she is indeed grateful to the surgeon and to those who treated her, however, when I asked if I should go and ask when she is likely to be discharged she told me that she would 'rather not know as she would be upset and disappointed if she had to stay there for more than one more night'. That says it all!!!

Story from NHS Choices

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