"No Empathy"

About: Sunderland Royal Hospital

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Some of the nursing staff display a bullying attitude and an appalling lack of empathy to people in pain. They seem to resent to the rationing out pain killers to people who are in extreme pain and have even snidely threatened to withdraw them from somebody they perceived as troublesome. My niece was ignored for an hour screaming in agony whilst suffering the most excruciating pain from gallstones. The night staff even had the gall to ask her to be quiet because she was disturbing the other patients.

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Responses

Response from Sunderland Royal Hospital

It is very disappointing to hear that we did not adequately manage your niece’s pain nor provide care with compassion and the experience you describe is unacceptable. Please pass on our apologies to your neice. Management of pain is one of the Trust’s improvement priorities and we recognise we clearly have more work to do in relation to this. We have already undertaken a number of initiatives to improve the patient’s experience of pain, including the development of protocols in admission areas so that nurses can administer some pain relief without waiting for a prescription, have delivered a number of education and awareness raising events for staff and have recently held an event for all staff to emphasise to them the impact inadequate pain relief has on the patient experience. This is an area we will continue to focus on in coming months however would be keen to talk to your neice to get a better understanding of her experience and to get look into the issues you have raised. If she would like to do this, could you please ask her to contact us at: corporate.affairs@chsft.nhs.uk.

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