"Visiting a patient and non-caring nurse"

About: Princess Royal University Hospital (Orpington)

I arrived in Surgical 3 ward and waited at the staff desk to ask where I could find the patient. The person sitting facing me at the desk was concentrating on her PC and didn't even acknowledge I was there. I coughed in an attempt to get her attention but after a minute, I wandered off into the ward to find the patient....which I eventually did, without any help from the useless staff at the desk. Zero out of ten for customer service! While there, the patient was on morphine for the acute pain. He had also asked earlier for further pain relief and had been told he would be given some paracetamol...that never arrived and when the patient reminded the nurse, she said "Oh, I thought you were ok and so didn't bring the tablets"...then "you can have more morphine at 4:30pm...just buzz the button in case we forget". How uncaring is that? What on earth has happened to the "care" in healthcare? They just don't care, do they?

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Responses

Response from Princess Royal University Hospital

We are very concerned to hear of your experience as a visitor on Surgical 3. We will ensure that these comments are passed to the relevant teams. If you would like to discuss this further please contact the Patient Advice and Liaison Service (PALS) at kch-tr.PALSkent@nhs.net or phone 01689 863 252.

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