"Lack of staff communication, lack of patient..."

About: Lincoln County Hospital

My review of Lincoln hospital is based on events which have happened over 3 days. On the 1st day I was sent to the hospital by my G.P, who phoned ahead and sent me with a letter to take. The positives to the first day was that I was in and out within 4 hours. However, I asked for pain relief as soon as I arrived, and never got any that day. After the 4 hours I was given choices, some general care information and sent on my way. I was told that if my pain got worse I should go back, or if it had not stopped within 48 hours to go back also. Day 2, pain still as bad, I ring the same ward to check that the urgent referral has been made, and explained the advice I had been given the night before. The female staff member on the phone could not tell me if a referral had been made, and said that I could not go straight back without seeing a+e or G.P again, contradicting the advice from day 1. I ring the hospital where the urgent referral is for, and find out that yes the got the referral, but as the staff member that deals with allocating appointments is not in for at least 6 days, they can not help me further. Day 3, still in pain, I get a same day appointment to see the nurse at my own doctors surgery. Nurse is even confused by day 2 advice, and books me in to see a G.P as an emergency appointment. G.P says I need to be back in hospital, sends me home to pack an over night pack, and he rung the ward. G.P then phoned me to confirm they were expecting me. When I arrived at ward on day 3, I gave my name to two members of staff on the front desk, and they told me to wait in the waiting room. 45 minutes later, a nurse comes to ask me if I have been seen, to then hear the nurse telling the front desk staff off for not letting the ward know I was there. There was then a considerable wait between seeing the nurse and then seeing the doctor. Doctor left room to find day 1 notes, and after 30 minutes of being in room on own, I open door to find doctor sat at the nurses station. I ask her if she 'found' my notes, to which she replied yes, we are waiting for x to come talk to you, and sorry I couldn't come tell you as I was busy. Went back into room, to then be asked to go back to waiting room by another nurse, as room was now needed for someone else. When I finally did get seen it was almost 5 hours after arriving considering the G.P phoned ahead, to be told the advice I was given on day 1 and day 2 by the hospital had details 'omitted', and that what the g.p had told me on day 3 was wrong. Given 1 painkiller after being there 5 hours. The staff may be polite, but in my experience were not working together, and telling me to my face that my own G.P is wrong, does not fill me with confidence in anyone within the health system. Being 'forgotten about' on a number of occasions in 3 days is not acceptable. I would also like to point out as a final note, that just because someone is not kicking & screaming the ward down, does not mean that they are not in pain.

Story from NHS Choices

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Response from Sharon Kidd, Patient Experience and Engagement Manager, Patient Experience, United Lincolnshire Hospitals NHS Trust

picture of Sharon Kidd

Thank you for taking the time to share your story about the very poor experience you received at Lincoln County Hospital. We have really fell short of the mark and I would be grateful if you could contact me personally so I can gather more details of exactly where you visited. I will then share your story with all the relevant staff and ask them to respond back to you.

My contact details are sharon.kidd@ulh.nhs.uk or my direct line is 01476 464560.

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