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"Failure of Care / and patient communication"

About: South Warwickshire University NHS Foundation Trust

Having visiting a/e with an heart rate issue on a weekend , it was decided I had to stay overnight to be monitored, I was given medication and kept overnight in a/e. I was then wheeled by a nurse to another ward in the morning after it was confirmed I would be seen by a cardiac doctor doing rounds that day before deciding the next step. I was seen by one of the ward nurses and a bed was allocated.She carried out the basic checks and was also given a bottle for a urine sample. From then approx 7am to 3.30

I asked four different members of staff at 2 hour intervals on the ward my action plan for the day , and each time I was told they know I am here and would be seen by a cardiac doctor when he gets around to the ward. One of my visitors was told the same. I had produced a urine sample just after 1/2 hour I was given it but it sat on by bedside table for the rest of the day despite telling nursing staff it was there. None of them wanted any thing to do with it or check.At around 4pm having not seen by a doctor and I again checked but was then surprising told the cardiac doctor had gone home and there were no others. I was then told despite my condition I could home and come in 2 days later on the Monday morning at 11.00 to be seen in the ambulatory clinic .I then left the ward but was not give any discharge details or medical advice

To add further , I observed 2 the patients next to my bed , and they too complained of the lack of any communication fron the nursing staff. The patient next to me was dressed to go home, and he sat there for over 5 hours before seen by a doctor and they decided he had to stay in for a scan and could not leave. By coincidence I saw this patient 2 days later on another ward on a bed next to the bed of the patient I was visiting as a Visitor in the late afternoon, he was still waiting for his scan. The other patient next to my bed also complained on lack of information and also he had produced 2 urine samples each marked for test but the samples were not collected in the period I was in the ward, nor was my sample collected even at the time I left.

The Monday morning I arrived 1/2 hour early in the ambulatory clinic and despite waiting 75mins over my allocated time of 11.00 I was not seen,even when I asked when I would be seen they were unable to say. Again I had to leave without seeing a doctor as I had to go to another personal booked appointment elsewhere. Feel like passing on this info to the national media .

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Responses

Response from South Warwickshire University NHS Foundation Trust 6 years ago
South Warwickshire University NHS Foundation Trust
Submitted on 19/03/2018 at 13:52
Published on nhs.uk at 14:08


Response on behalf of Fiona Burton, Director of Nursing:

Thank you for taking the time to provide us with feedback. We are sorry to read that you are unhappy with your recent experience. While we can’t comment on the specific details of the treatment you received without speaking to the staff involved, we can say that we understand the importance of communicating with our patients and their relatives so would like to look in to why this aspect of care wasn’t at a level we would expect.

To enable us to do this please contact our Patient Advice and Liaison team (pals@swft.nhs.uk) who will work with the appropriate staff to address the issues you have raised.

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