"My review is for CDU only not the rest of QE..."

About: Queen Elizabeth Hospital (Birmingham)

I was sent to CDU on Friday 18th September 2015 at 6 pm due to having a Kidney infection and pregnant.. I was happy at first to be at the QE but i didn't realise at that time the nightmare weekend I had a head. Firstly the CDU ward is absolutely filthy!! Especially the toilets in reception area they stink of Urine, it made me feel sick! The toilet/shower room by opposite bay E was disgusting also. When I finally got a bed and went to the loo, I was greeted with poo all over the toilet seat........nice :-O They we're defiantly not cleaned over the weekend. After arriving at 6 pm I was given my first shoot of Antibiotics at 10:15 pm, was made to believe I would then have a bed but no sadly I was made to sit up all night until the 7 AM until I finally was given a bed. I was completely drained and felt really ill! Sadly my long wait was not a one off another man waited 20 hours for a bed, which is disgusting!

The next day I was not explained what my treatment plan was. Nothing was really disgusted with me. The staff we're very rude, I hated every moment being there felt like I was begin punished. I would rather of spent the weekend in prison to be honest.

One Nurse Assistant decided to look through my notes and read things out load and tell me her daughter had the same. My privacy was not respected. On Saturday night around 7:30pm I really needed to sleep as had not sleep the previous night. The lady next to me had a load of visitors and a few children jumping around. I really couldn't sleep so i asked one Nurse assistant if I could close the curtains, so I could sleep, they said I could. Then the next min I get woken up by a rude woman her started shouting about the curtains begin closed. I said I had permission. She said open them or I'll do it open them for you!! I felt that to be a threat to be honest. The next day the doctor came around, they did not do bloods or a urine sample, just said I could go home. I am home and still in pain. At lunch time my food came out, a Nurse came to me to discharge me, despite the fact I hadn't got my medication. They told me to go and wait in the waiting room and said I could go in my nightie. I said I cant and needed to get dressed first. I just started to get my top on when a nurse came along, opened the curtains and rudely said " Can you please go and wait some where else!" I said I'm just getting dressed. They asked the other Nurse to escort me to the waiting room. I just burst into tears, it was embarrassing. I was left in the waiting room in tears. You wouldn't even treat a dog like that! I had a further 3 hours to wait for meds. CDU is a disgusting place and I would never wish to go again! I was not the only one complaining a few other patients and staff, surprisingly.

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Response from Queen Elizabeth Hospital

Thank you for taking the time to provide feedback on your experience on the Clinical Decisions Unit (CDU) at the Queen Elizabeth Hospital Birmingham.

Before responding to your comments I note that you have mentioned that you are still experiencing pain – please ensure you visit your GP if your symptoms continue.

We are very sorry to hear that your experience under our care was so poor and to learn about the impact this has had on you. We value your feedback and the opportunity it gives us to learn and improve. Although CDU is a particularly busy area of the hospital we aim to provide dignified, compassionate care in a clean and welcoming environment so it is disappointing to learn that this was not your experience. The cleaning audits in CDU for the weekend you were with us will now be examined; together with a full and thorough review of the scheduled hourly checks of the public toilet facilities. Although, as you have indicated, CDU was particularly busy that weekend, please be assured that any shortfalls in either of these areas will be addressed.

Your feedback has been shared with all relevant senior staff and will be discussed with their team members. The Matron responsible for CDU is particularly keen to discuss your experience with you in more detail so that she can investigate what has gone wrong and ensure any necessary actions are taken.

If you are happy to discuss your concerns with us further please make contact via the Patient Advice and Liaison Service (PALS) who will be pleased to arrange this. PALS can be contacted by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website www.uhb.nhs.uk/pals-form or in person by dropping in between 9am – 5pm (Mon-Fri) to the PALS office located near the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

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