"Absolutely awful (Sunderland day Centre)"

About: Medway Maritime Hospital

On arrival i was booked in as was everybody else who were then all taken through to the ward. Myself and another lady were left in the waiting room as they had no beds. They came and took the other person to the children's bay after an hour or so but I was left in the waiting room for over 3 hours. Once I had finally been given a stretcher to lay on I was taken through and had my procedure. When i was wheeled back to the ward I was looked after by a kind nurse and was unexpectedly admitted for the night. The night staff were "off" and miserable although I didn't have much to do with them. When I did go to the nurses station to advise that the toilet was in an awful state I was blatantly ignored so ended up walking off to find an alternative toilet. In the morning the staff nurse who took over walked in to the middle of the ward with a piece of paper and pointed at patients announcing the reason for there stay and what their illness was. She then proceeded to stomp around and slam water jugs on patients trays as she was unhappy that the night staff had not changed the water. I was unfortunate enough to have this nurse looking after me that morning and it only got worse. She was rude, argumentative, unhelpful and plain nasty, and not just to me to all the patients. I left that morning before my lift had arrived in floods of tears as I couldn't take any more abuse from her. There are obvious issues with the running of this ward which is clearly impacting on staff as the majority of them are so rude and miserable. This was the general feeling of other patients on my ward, some who had been there for over a week, hence the reason there were not enough beds for the pre booked day cases. I have never been treated so appallingly in my life and have completely lost confidence in Medway hospital as a whole. I don't feel the need to leave my personal details on here as I have an official letter of complaint on it's way to you with full details as this is really just skimming the whole experience.

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Response from Medway Maritime Hospital

Thank you for your taking the time to write. I am sincerely sorry to learn how unacceptable your care has been, it is so disappointing to read that your whole experience in Sunderland was so poor with the exception of the one kind nurse who looked after you immediately post operatively. I note that you have submitted a formal complaint, but if you wish to discuss your experience with me directly, please do get in touch. It would be good to talk things through so I can thoroughly understand and address the problems you raise. Sara Songhurst Head of Nursing for Surgery 07939 036033

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