"Ward 14 needs serious improvements"

About: York Hospital

I can't believe I am leaving a negative review after a few positive ones but they were different departments.

I was sent to ward 14 by my GP on Tuesday 1st September. I had an infection and antibiotics, in the view of my GP and from experience with my father over a similar issue, unlikely to be effective.

I arrived just after 2pm. I was not greeted with a smile and a 'how can I help you'. The only words spoken to me were "you'll have to wait in the relatives room because we have no beds". The relatives room was full and standing room only for about half an hour. When I arrived, it was clear from speaking to other waiting patients that the 'no bed' issue was a common problem with waits of 2-4 hours in some cases. I was also told that someone would see me 'shortly'.

Well, shortly was actually 2 hours and 10 minutes later by which time I was on my own with my husband. During this time there were no facilities or offer of a drink of water. The health care assistant arrived and took my vitals. As soon as I mentioned that I tested positive for MRSA colonisation last year, they rushed out of the room to check I could have a side room. They were 'just getting my bed ready'. They took my husbands mobile phone number and left.

10 minutes later the surgeon arrived. They took a look at my problem and announced that surgery would not take place and instead antibiotics would be given. Their decision was never the problem but the conversation afterward, was. The mention of 'them not being paid' and trying to fob me off with we don't do these procedures was annoying. My GP gave me a choice of hull or York, I chose York because I had had procedures there before as well as being looked after very effectively by the maternity services they offer.

The surgeon returned 10 minutes later to tell me the antibiotics I need can only be prescribed by the pharmacy and they do not stock them and it closed in 15 minutes so I will have to wait no longer than 10-15 minutes. That was 4:45pm.

At 6pm not one person came down to see me or give me any reassurance that I hadn't been forgotten. So I went to complain at the nurses' station to be greeted by a confused look from the same health care assistant who took my vitals and another nurse/surgeon. The nurse/surgeon said they would finish what they were doing (but gave me no indication of time). Half an hour later, I was still waiting so my husband decided we should leave and go back to my GP in the morning. So we left!!! Walked straight past the very people 'dealing' with me, wasn't even stopped, asked where I was going and despite having a mobile phone number, didn't check to see if I was okay!!

So I went back to my GP who gave me antibiotics and three days later, my infection is no better. Thanks York hospital (or ward 14) for 'fobbing me off' in my view due to the time, probably the possibility I was still colonising MRSA and the fact it was a minor procedure. I will need more antibiotics or possible surgery but I won't be choosing York.

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Response from York Hospital

Thank you for your posting. We do take comments made very seriously and we would like the opportunity to investigate the particular concerns you have raised. Please contact our Patient Advice & Liaison Service (PALS) on 01904 726262 or email pals.york@york.nhs.uk and they will be pleased to help.

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