"Bed Shortage and Patients Notes"

About: Lister Hospital

I attended the Fracture clinic at 8.40 am as advised by Trauma clinic on the 6th November , when I arrived it would appear no appointment has been made for me . The clinic was particularly busy and we waited quite some time before we saw a doctor. I was sent for a further x-ray , I was called into a private room with the doctor and the trauma co-ordinator

I was concerned with the look on their faces and said is this serious to the trauma co-ordinator their answer was it's always serious ! at that point the doctor advised I am sorry you will not be operated on yet but you will not be going home I was visibly upset as I didn't really realise how serious my ankle had become . I was advised a bed would need to be found , when it had got 12pm we were advised to go and have a bit of lunch which we did and returned to the clinic after 1 to be advised still no bed had been found, my ankle was extremely painful and I was getting very tired and emotional.

It was 3.30 when we raised our further concerns as still no bed, I was advised by the trauma co-ordinator the bed manager had been bleeped twice but had not responded, we were finally admitted to Swift Ward after 4 pm somewhat 7 hours later. When arriving on Swift Ward I was advised I would need to go back to the main hospital, I would honestly say the care on swift ward I had previously at the hospital was amazing , I did not want to be moved one I was very tired and distraught and in pain after being in Fracture clinic for 7 hours I advised at that point I was not moving .It was agreed I could be admitted,

On the 8 November, I was in my side room with my husband and a nurse walked in with no introduction , they went about their business to the extent of ignoring us which is very strange as all the other nurses and assistants were friendly and respectful , I could only imagine perhaps a bad day although we did speak to the Matron about their behaviour .,

On the 9th November I was due back to fracture clinic the porter collected me and my Care Notes which they left with me while I waited to be seen , I read my notes while waiting

I expected to see Doctor's notes not actual written personal observation and vindictive remarks which were totally untrue written by nursing staff .I was able to take photographic evidence of the notes to pursue the issue further and this explains the behaviour of none acceptance initially on to Swift and the behaviour of the nurse .I would like to point out a lot can be learnt from the employees in Plaster room amazing professional people working in a challenging role there care, concern and compassion was amazing .

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Response from Lister Hospital

We are very concerned about several of the very important points raised in this comment.

If you not made a formal complaint already, we would like to support you in getting these concerns investigated thoroughly.

Like most hospitals across the NHS currently, we are seeing exceptionally high levels of emergency admissions at the moment.

This means very sick patients arriving by ambulance who need life-saving surgery; this puts huge pressures on the number of beds we have for other patients, which is reflected in the experience you have recounted above.

But we feel that better communication would have helped you understand what was happening.

Far more important, however, are your comments about Swift ward and the actions of some of the nursing staff - which does need to be followed up more formally.

We do hope that you will contact us (generalenquiries.enh-tr@nhs.net) so that we can get all of this followed up for you.

Your concerns notwithstanding, we do hope that you are now recovering well.

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