"Lack of communication"

About: Basingstoke and North Hampshire Hospital

Anything else?

Formerly, I had only good things to say about Basingstoke Hospital. However, a recent stay in the Orthopaedic Ward has changed my view. I entered the hospital 8 days after fracturing my fibula - delay having been caused by Dorset hospital where I was originally x-rayed having instructed me to make an appointment with the fracture clinic through my GP, who taking necessary action. As a result, my lower leg/ankle were severely swollen and the plaster department arranged for immediate transfer to orthopaedic ward. I was told my operation was scheduled for Sunday morning, but might be Friday if time allowed and swelling had subsided sufficiently. In the event, the operation was done early Sunday morning. The consultant said I would be in for several more days during which time, I would be seen by a physiotherapist. When he appeared, he had me walk to the stairs, but did not give any instruction on how I was to manage the stairs. He also told me that I could put weight through my foot, which was entirely contrary to what the consultant had said. I have to say that all the staff in the ward were extremely kind and professional - with one notable exception! On the Monday following my op the day before, I was told by a nurse that I and the lady next to me (who was still in great pain) were to go home in the afternoon. I told them that the consultant had said I would be in for at least 2/3 days, but they were insistent, saying that my husband could take me home at visiting time in the afternoon. I tried to call my husband, as he was not due to come in, but was unable to reach him (it transpired that we had a phone failure at home). The nurse later enquired again if I was ready to go home and I said I could not reach my husband, at which they said they could arrange transport. I told them that it was not simply a matter of transport: that I did not know if anyone was at home, I had no clothes to go home in and did not have my house keys. In spite of this, they enquired again, later, in a very forceful way, whether I had made contact with my husband. By this time, I was really annoyed with their bullying attitude and said I would gladly go home the following day, assuming I had been able to contact with my husband - which I managed to do through a neighbour. The lady in the bed next to me felt similarly bullied, and annoyed that she and her daughter who had come to fetch her, were kept waiting for more than two hours for the discharge papers to be given to them. Mine seemed to be rushed through, as I gather there was a ward meeting half way through visiting time, so I left with no further attention. Having spoken to other people who have been on that ward, they knew exactly what I was talking about. It is a great shame that the attitude of one staff member can give one such an awful experience when everyone else was so professional and kind.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Basingstoke and North Hampshire Hospital

Thank you for leaving your comment and I am sorry your experience did not meet the high standards of care we aim to provide. We would welcome the chance to discuss this further with you. Please contact our Customer Care team on pals@hhft.nhs.uk or 01256 486766. Mary Edwards Chief Executive, Hampshire Hospitals NHS Foundation Trust

Updates, changes and questions related to this story