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I just wish that there were more staff.

Posted By mummeh

"I just wish that there were more staff."

About: Rotherham Hospital / General medicine

(as the patient),

After been ill for over a week, two visits to my GP and two courses of different antibiotics I decided I'd have to visit the A&E department of Rotherham Hospital which was during Easter.

Upon arrival and checking in on reception I was seen by the triage nurse quite soon and given strong pain killers for my pain and then back to the waiting area. The waiting room in A&E was only a temporary one, because they are building a new one, but I didn't think there were enough chairs. It was good that there was a drinks machine and a water fountain. The receptionist was very friendly, which was nice as it made me feel more comfortable. 

Unfortunately the painkillers had a bad reaction with me making me very hot and sweaty and then sick. I was seen by a doctor who sent me for an Xray and I was given a bed and put into a ward in A&E. The X-ray process was quick.

The staff were very good in A&E and the X-ray department but extremely busy.

Later I was transfered to surgical assessment unit and seen by another doctor who examined me again. I was given IV anitibiotics and pain killers. At around 1am I was moved to ward B5.  It was a little annoying to be moved at 1am but I understand that they have to move people around because of the demand for beds. All the staff were very good and polite but had little time to spend with you as they had so much to do. With some of the elderly patients they did spend time helping them to eat and making sure they were drinking.

I was moved again that evening to a side room as they thought I had a contagious infection but was still using the same toilet as everyone else! I thought this was ridiculous because if I am potentially contagious then surely I should have been using a seperate toilet. One nurse did comment on this, they said why are you using that toilet? I explained that I hadn't been told any different. But nothing changed. I never had my white stockings but was told every day that I should have some! So I'm not sure if I really needed them.

A student nurse came to measure me for the right stocking size. They were very lovely and friendly and explained the importance of the stocking, but they couldn't use the paper tape measure they were given so decided to let the next nurse sort out my stockings. I don't want to complain about the student nurse, but I was left confused about how important they could really be, also, the paper tape measure provided appeared to be inappropriate and impractical for use. I wonder if these need altering or reviewing, is this a regular issue?

Two doctors in particular took the time to answer my questions when they were doing their rounds in the morning instead of talking over me. Some of the other doctors however did talk over me. It makes such a difference when you are spoken to rather than spoken over, it makes you feel more respected as a person, rather than feeling like just a number.

The staff in the CT scanning room were good and explained everything very well and I felt that I was very well cared for. The staff here introduced themselves which was nice. When staff take the time to introduce themselves it helps to out you at ease, so is always appreciated. 

The catering ladies were excellent because they were helpful and friendly and tried to make sure that you had enough to eat. The food was okay. I didn't like many of the options on the menu, so often chose the baked potato, but these were often very small, one day one of the catering ladies gave me two potatoes as she knew i didn't like the options that went with it. I thought that this was very thoughtful and I really appreciated it.

I feel like I understood exactly what was going on with my treatment. 

The discharge process was long, because I was waiting for the doctors to do the discharge letter, so this took a few hours, which was a little annoying but I understand that they are busy.

All in all the staff were excellent but I feel that they didn't have enough time to spend with you, so I just wish that there were more staff.

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Responses

Response from Samantha Robinson, Head of Patient Experience, The Rotherham NHS Foundation Trust 6 years ago
Samantha Robinson
Head of Patient Experience,
The Rotherham NHS Foundation Trust

Submitted on 08/06/2017 at 16:59
Published on Care Opinion on 09/06/2017 at 09:08

Dear mummeh

Hello my name is Samantha, firstly I would like to thank you for your feedback through Care Opinion and I am pleased that staff have always been polite, professional and caring as we expect of them to provide and you deserve. I also note your comments that you felt they didn't have enough time to spend with you and that you were moved to a side room because staff thought you may have a contagious infection but you continued to use the same facilities as other patients. If you would like to follow this up more formally please contact the Patient Experience Team on 01709 424461 in the first instance.

With best wishes

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Update posted by mummeh (the patient)

Hi Samantha,

Thank you very much for responding to my story and apologies for my delay in getting back to you. I would very much like the issue regarding me using the same toilet facilities despite staff believing I had a contagious infection looking into.

I would also like the problem with the stockings and measuring tape looking into as well, because as described in my story I was told numerous times how important it is to wear them to encourage circulation when bed bound all day. Not one nurse actually gave me any stockings and when the lovely student nurse eventually came to measure my legs for them the measuring tape seemed, quite frankly, not fit for purpose, and I am concerned that if this isn't looked into, the problem will continue to be ignored in the hope another member of staff will measure and deliver the correct stockings and patients, like me, may not end up receiving them at all before discharge, thus having a negative impact on heir health while in hospital.

I know it's easier said than done but, could a couple of staff on a couple of wards be asked whether or not they have had issues using the paper measuring tape? Or in a nursing staff meeting, or ward managers meeting perhaps? If a fair number of staff are having issues with this particular brand of measuring tape for stockings, then surely there are other options available? I understand there are costs and time to consider, but it does feel as though this would be a very simple way to pinpoint a problem, and find an alternative solution in a simple and effective way to improve patient safety and care quality. Similarly with the issue re the bathroom, if it was just a matter of a lapse in communication, then can the staff on the ward be given a simple reminder that patients who are potentially contagious must be told not to use the same toilet?

If it isn't a simple communication issue then surely this needs exploring further to ensure cross contamination does not take place.

I really would like these issues looking into in more detail, however I am afraid I don't really feel comfortable ringing you to discuss this. I chose to take the time to share my story on Care Opinion because it allows for me to feel confident in my anonymity. Because I have to continue to use the hospital's (very much appropriated) services as I have an ongoing condition, I would prefer for my feedback and for myself to remain anonymous. Because of this I would really appreciate it if you could look into this problem in more detail, if possible, and post an update, publicly on Care Opinion. I believe I have shared all the information needed to look into the issues raised above and so any update or explanation you can provide in a response to my story on Care Opinion would be fantastic. I really do appreciate the care I received and the staff that work tirelessly and deliver excellent Care in your hospital, and I do not want to be seen as a complainer. This isn't a complaint, simply concerns about slight lapses in care that I feel could be easily avoided and improved upon.

I also noted that you did not mention if the positive feed back and the thanks were passed on to any staff on the ward? I know the staff work very hard and need a boost in morale where ever possible during these difficult times, and so it would be really lovely to know whether the feedback they receive on Care Opinion is passed on. Do the staff know that there is feedback about them on Care Opinion?

Many thanks again, I look forward to reading your response x

Response from Samantha Robinson, Head of Patient Experience, The Rotherham NHS Foundation Trust 6 years ago
Samantha Robinson
Head of Patient Experience,
The Rotherham NHS Foundation Trust

Submitted on 26/10/2017 at 10:29
Published on Care Opinion at 11:54

Dear mummeh

I have discussed your concerns with the Matron for General Surgery, Endoscopy & Critical Care who has explained that unfortunately without patient details it is very difficult to investigate the matters raised. Nor would we share patient specific personal information via social media. However, Matron has explained that the Ward Manager has not received any concerns from staff that they are unable to use the tape measures for surgical stockings.

In relation to the use of toilets, normally practice for barrier nursed patients is that they either have a commode in the cubicle or the toilet outside the cubicle is cordoned off for signal patient use. I appreciate your wish for anonymity but should you wish to discuss your experience in more detail please contact the Patient Experience Team on 01709 424461 in the first instance and we will arrange for the Matron to contact you personally.

With regard to your positive comments please be assured these are always fed back to the appropriate teams and staff.

Kindest regards

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