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A mixed bag of care

Posted By HY123

"A mixed bag of care"

About: Royal Cornwall Hospital (Treliske) / Gynaecology

(as the patient),

I've just been discharged following a total hysterectomy on the Eden ward and tower block theatre. 

The care I received was a real mixed bag of positive and negative.

The positives include a wonderful female anaesthetist and her college who really made me feel relaxed while administering the anaesthetic, if been waiting a long time and was the last procedure of the day,  also the team in recovery were wonderful and accomadating allowing my husband in as it was so late. They really made me feel safe and worked hard to get my pain under control. 

The day staff on the edan ward were on the whole wonderful. Jackie and her young colleague made me feel instantly at ease and were both friendly, caring and respectful. The guys from Mitie were great as well 

Unfortunately the night shift when I arrived from theatre at 8.30pm were not as friendly. The atmosphere on the ward that night wasn't great, there were some difficult patients that weren't treated with respect, it was loud and nobody got any sleep at all. I had to ask repeatedly for pain relief and still had to wait 2 hours, the day staff weren't told correctly what I had taken and I wasn't given any food at all meaning I went 26 hours with nothing to eat. This experience made me really scared to stay in hospital for another night, so much so I was willing to discharge myself if I didn't get the ok from the medical team. 

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Responses

Response from Natasha Trewhela, Matron Gynaecology and HIV, Royal Cornwall Hospitals NHS Trust 5 years ago
Natasha Trewhela
Matron Gynaecology and HIV,
Royal Cornwall Hospitals NHS Trust

Submitted on 02/11/2018 at 13:36
Published on Care Opinion at 14:35


Thanks you for kind comments, I will pass those on to the relevant staff. I am sorry that some of your stay did not meet are normal high standards and I will be sharing this with the team.

Please feel free to contact me if you wish to discuss this further,

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Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust 5 years ago
We are preparing to make a change
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 02/11/2018 at 15:17
Published on Care Opinion at 16:35

picture of Jess Saunders

Dear Hysterectomy123,

I am a member of the Patient and Family Experience Team here at the Trust, I was very sorry to read about the negative aspects of your stay on Eden ward. I just wanted to let you know that we are currently looking into ways of reducing noise at night on our wards so that patients can get the sleep they need to get better. I will be sure to update you on the changes made.

Thank you for taking the time to share your story with us, feedback, both positive and negative, is so important to help in the improvement of patient experience at the Royal Cornwall Hospitals Trust.

Best wishes,

Jess

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Response from Claire Billing, Complaints Officer, Patient Experience, Royal Cornwall Hosptials NHS Trust 5 years ago
Claire Billing
Complaints Officer, Patient Experience,
Royal Cornwall Hosptials NHS Trust

Submitted on 14/11/2018 at 16:02
Published on Care Opinion at 18:28


Dear Hysterectomy 123

Apologies for the late response but I would like to add to other comments about how sorry we are to hear that your stay wasn't as positive as you hoped.

It doesn't help you now but Mitie do offer out of hours meals normally, this can be ordered for you at any time from our helpdesk by the ward staff. We will try and find something for you even if it is out of normal meal times.

Wishing you well for a continuing recovery,

Kind regards

Claire Billing

Contract Auditor

Mitie

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Response from Jess Saunders, Patient Engagement and Feedback Coordinator, Patient + Family Experience Team, Royal Cornwall Hospitals NHS Trust 5 years ago
We have made a change
Jess Saunders
Patient Engagement and Feedback Coordinator, Patient + Family Experience Team,
Royal Cornwall Hospitals NHS Trust

Submitted on 12/12/2018 at 11:05
Published on Care Opinion at 12:49

picture of Jess Saunders

Dear Hysterectomy123,

Just wanted to update you on a change we have made after receiving your story. The Patient and Family Experience Team have been working closely with our colleagues in Mitie to ensure that all wards around the Trust are aware of how to order food for patients out of hours. We have engaged with our Communications team to send out this information in the weekly bulletin which is sent to all staff members in the Trust.

I would like to personally thank you for brining this to our attention and I hope to update you shortly on our progress with reducing noise at night on the wards here at the Royal Cornwall Hospitals NHS Trust.

Best wishes,

Jess

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