"My consultant surgeon's professionalism ..."

About: Royal Hallamshire Hospital

(as the patient),

What I liked

My consultant surgeon's professionalism and attitude. Cannot praise him highly enough for his straightforward yet sensitive manner to me, a very anxious patient.

Some of the nurses,too, showed respect for my dignity and desire for privacy, and were very kind and helpful. I am very grateful to them for their care and consideration.

The domestic staff were exceptional - they remembered individual patients' preferences and offered comfort - and biscuits - during the evening when they came round.

What could be improved

Some nurses talked very loudly so everyone in the ward could hear everything that was being said in a cubicle. Not very respectful or dignified!

I had to ask for pain relief and then wait for it instead of being kept "topped up", which wasn't acceptable practice.

If mobile phones are not allowed, as notices say and my information leaflet decreed, why did everyone else in my ward have them and use them all day - very anti-social.

Anything else?

When it comes to choice, the gap between theory and practice is quite wide. I was offered the choice of general or regional anaesthesia, but at the last minute my choice was taken away from me. The anaesthetist said he would come back for my decision in a few minutes, I was then given more sedation and woke in recovery to find I had no feeling or movement in the lower half of my body, which was very frightening

Asked how I wanted to be addressed, I said I would prefer "Mrs. ..." But apart from my consultant, everyone called me either by my Christian name, or pet. love, sweetheart, darling or flower.

What is the point of offering choice if that choice is not respected?

On balance, I would recommend the hospital but there are are some aspects that need improving, especially with regard to patients' feelings of vulnerability and their power to choose.

Story from NHS Choices

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Response from Royal Hallamshire Hospital

Thank you for taking the time to comment on your recent hosptial experience.

Patient prviacy and dignity are a high priority for our Trust and we strive to make the hospital expereince for all of our patients as comfortable as possible.

We are currently developing standards for our staff in customer service, and will use your comments about how you were addressed to inform this piece of work.

Should you wish to discuss your concerns further for us to look into, or indeed be invovled with the work on staff behaviour / customer service, please contact our patient services team on 0114 271 2400.

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