"Disgraceful standard of care"

About: Charing Cross Hospital

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I am extremely disappointed and incredibly upset following my discharge from the 15th floor private north ward. I would not recommend this ward to any patient, NHS or private. My review is aimed at anyone considering a stay here after surgery. I will be following up my issues separately. In summary: - vast majority of nursing stuff are rude, lazy, ignorant, and even aggressive with no empathy or understanding of a patient's needs/desire to find out - vast majority of nursing and catering staff do not communicate, and appear to hide behind the language barrier - many therefore do not speak to patients/speak in broken English when absolutely necessary - 99% of meals served were not what I ordered (repeatedly given weetabix in place of rice krispies, white toast instead of brown, to the point I was convinced this was deliberate) - specifically asked for my breakfast at 9.30am as I was not sleeping due to pain and discomfort. Breakfast delivered at 8.50am and brought back at 10am - given oramorph following an allergic reaction to morphine (needless to say my reaction worsened) - left to wash and dress myself most days after major spinal surgery - no hot water for the 2nd day running, told matter of factly by nurse "sometimes no hot water on this ward at weekends" - told nurses on day before discharge day that taxi was booked for x time. Promised prescription for medicines/dressings etc would be prepared that afternoon. Morning of discharge, left to my own devices. 30mins before taxi, no sign of prescription. Asked nurse who sent HCA to pharmacy. Nurse came back with prescription whilst I was struggling to pack (can't bend or lift), talked briefly through discharge note then asked if I was taking the flowers in my room. I couldn't given my luggage and inability to carry/lift so he asked if he could take them for the ward, which he did as i carried on preparing to leave. - porter then arrived to collect me and commented that the staff should be in here helping. On the way out, I laughed at the irony of my flowers now displayed on the nurses station! - arrived home to realise I'd been given dressings that are half the size of my 5 inch wound - the icing on the cake, called hospital to be told that there were no bigger dressings so this was all that they could give me and I can just stick 2 together (was not told this at the time which would have prevented the panic, or I could have requested they locate dressings that are big enough!) I am utterly disgusted at the treatment I received. Surgey and a hospital stay is a traumatic experience for anyone and aside from the strict medical attention, I expected to be cared for. This is a fair expectation for any patient, though expectations are even higher for patients who opt for private treatment. A handful of staff are excellent and I cannot thank them enough. It is frightening that the remainder are employed.

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Responses

Response from Charing Cross Hospital

Imperial College Healthcare NHS Trust is very concerned to read of your experience as a private patient and we sincerely apologise for the distress you were caused. You indicate that you will be taking your concerns forward with us and we look forward to hearing from you as it is important that we investigate and learn from the comments you have raised. THis has already been passed to the service manager. We hope you are making progress following your surgery.

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