"Poor attitude"

About: Aberdeen Royal Infirmary / General Surgery

(as a friend),

Recently my friend was patient in a surgery ward. I was appalled with the care she recieved. At one point I went to the nurses station to ask for more water for her and I was quickly told they were far too busy to get a jug of water and that they would get it later on even though staff was standing writing paperwork that could be left surely for two minutes. Later that night my friend had asked for a pain killer seeing as she had just had an operation to be told she wasn't allowed another one so soon after her last, even though she was told by doctors she could have it hourly and it had been an hour.

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Response from Linda Oldroyd, Nurse Consultant, Person Centred Care, NHS Grampian

Dear annoyed friend,

It is very disappointing to read that staff put paperwork before patient needs. Paperwork is important, of course, but hydration and analgesia are more important. I would encourage your friend to get in touch with me directly or indirectly via yourself. If we knew which ward this happened in it would be easier to address. However we do understand that people can be fearful of complaining, choosing Patient Opinion as a forum for feedback in order to remain anonymous.

We would like to reassure anyone who is unhappy with their care that it is safe to raise concerns with the Senior Charge Nurse or any other member of staff and that your care will not be affected because a concern was raised. It is our job to try to ensure that all patients receive person-centred care in a safe and effective way and clearly recovery from surgery depends on good aftercare. This feedback will be very important for all our surgical wards and we will share it with then through our management structures.

I am very sorry that your friend did not receive the standard of care we would hope for. Please be assured that we are listening to this feedback and will endeavour to improve.

If you or your friend want to get in touch with me, I can be contacted by telephone on 01343 567900 or by email loldroyd@nhs.net

Despite the initial problems, I very much hope that your friend is now recovering well from surgery.

Kind regards

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