"Very disappointed with attitudes on ward F3"

About: Royal Bolton Hospital / General surgery

(as the patient),

I was admitted to F3 from the A&E department recently.

I found the staff I met on F3 rude, uncaring and very unprofessional. I was admitted in severe pain and was made to wait or go and seek help. One of the staff on there had a phone call complaint from another department and all you could hear was her bad mouthing and talking about this all the time I was on that ward which was about 6-8 hours.

She was then saying how she could not wait for 8pm as she was finishing her shift and would then be off till Sunday. I had to stop myself from saying I too could not wait. As I was in great pain I was somewhat grumpy and felt that because I was like this I was not afforded the care that I should have received.

This is an assessment ward and yet you have to go and actively seek help from simple things like getting a bed pan to asking for pain relief.

When I asked one member of staff they would say "I will be right back", yet they never did come back in an acceptable time. I gave an hour for each time I had asked for something.

When an NHS worker came into the unit for an illness they were told as they work for the NHS they would be rushed through. I was very angry at this and so were others who were on this ward when I arrived.

I too work for the NHS at Manchester Royal Infirmary, yet I have never seen such uncaring unprofessional behaviour in all my experience. Some staff seemed to prefer sitting gossiping about others that were rude! Well, I have to say that it is no surprise that they were, as this was one of the worst experiences of my life on this ward.

One mother of a young girl on the ward complained there and then about what was happening, especially the NHS worker being told they would be rushed through! How do you think this made people feel?

When I expressed my own concern about my treatment I was told that "God you are all at it, I don't know what's up with you". This was also the person who told the NHS worker she would rush her through.

I am very disappointed at having to make this complaint, but feel it is necessary as this is one of the first wards an ill patient admitted from A&E would have an experience on. It is not acceptable.

I cannot fault the care I received in A&E. They need to be thanked. Their care was exemplary, just a pity that this did not follow on F3.

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Response from Royal Bolton Hospital

While we're pleased to hear of the good care you received from A and E, I'm very sorry indeed to hear of your experience on the ward. The attitudes you describe are not acceptable and I'm looking into this. Janet Haworth, Matron, General Surgery.

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