"Smarter working would save time and improve care"

About: Royal Orthopaedic Hospital

Anything else?

1. Anaesthetist prepared me for a local anaesthetic when the surgeon needed a GA - we all found out this error in the prep room for theatre during a chance conversation with the consultant - who was very good throughout my experience and took the time to communicate properly with me throughout 2. Not written up for any pain relief post op. Doctor bleeped at midnight and 2 of us on one bay had to wait 1.5 hours until 1:30am until doctor responded and came to the ward. We were advised by night staff that only one doctor available for whole hospital. 3. Left in sheets soiled as a result of inexperienced staff struggling with a procedure. They promised to come back and change the sheets but I waited for an hour and a half and then I called another nurse over to help - which she did but didn't replace the table or the bleep within my reach and didn't manage to change my gown. 4. Starved on day of op as advised by 3 phone calls to me - though it took 3 calls to confirm that I was overnight and not a day case - on return to ward at 7pm I was offered tea and toast as first meal of the day and then the nurse forgot the toast. I re-requested after shift hand over and was given toast by the night staff. Next day they forgot my cutlery at lunch time. 5. I can take a wry look back at this but am posting because it would have been much worse if I had been frail and vulnerable. The team at the hospital really do want to do a good job - and it seemed to be how they are staffed and trained to work that appears to be the problem. Even the cleaner could do with a bit of training as she bashed my operated on leg by ramming the brush at the too small gap between the chair legs. In summary - People not working smartly or communicating well. Inefficient short cuts eg.- nurses only doing one of 3 tasks for a patient and promising to return to do the other 2 and then forgetting to return as they get called off to see another patient- this just accumulates left behind tasks for every patient and then patients start chasing with reminder bleeps going off - which just adds to the stress for staff and patients. I saw this happen time and again. I felt very sorry for the staff. 5. Worst comment - from a junior doctor who tried to prepare me for discharge.She arrived at my bed, failed to spot I was not ready for discharge e.g. not been assessed fit by physio - and after failing to answer a few questions - said she had better go and read my notes. This is a clear example of not working smartly - she ended up making 2 trips to see me, so didn't save any time at all I object to the Family and Friends recommendation as if the operation was performed properly - then everything else is below this in importance - so it is a very blunt measurement. I would recommend my consultant.

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Responses

Response from Royal Orthopaedic Hospital NHS Foundation Trust

First of all I would like to sincerely apologise for our delay to respond to your post.

Thank you for taking the time to let us know of your recent care and treatment at the hospital; both good and that which needs to be improved. I would be really grateful if you could contact me so we can learn from your experiences and feedback and I can channel this to the relevant teams and senior managers who I know would be keen to hear all of your feedback.

My contact details are tel: 0121 685 4128 or via email at roh-tr.pals@nhs.net

Thanks and best wishes, Claire Williams, Patient Relations Manager

Response from Royal Orthopaedic Hospital

First of all I would like to sincerely apologise for our delay to respond to your post. Thank you for taking the time to let us know of your recent care and treatment at the hospital; both good and that which needs to be improved. I would be really grateful if you could contact me so we can learn from your experiences and feedback and I can channel this to the relevant teams and senior managers who I know would be keen to hear all of your feedback. My contact details are tel: 0121 685 4128 or via email at roh-tr.pals@nhs.net Thanks and best wishes, Claire Williams, Patient Relations Manager

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