"Catalogue of errors "

About: Royal Gwent Hospital / General Surgery

(as the patient),

Absolute nightmare from start to finish at the Surgical Assessment Unit at the Royal Gwent. These include:

-Nurses discussing confidential patient notes in the corridor

-Triage "nurse" could not even spell "abscess" or "psoriasis" - did not even appear to have gone to medical school - was the nurse on school work experience maybe?

-Triage area where medical history is discussed is in room with no door, in open corridor

-Had to attend hospital 3 times before my abscess was finally dealt with under GA

-Was given far too much Tramadol which left me physically shaking, shivering and being sick for several hours once at home

-Had to continually chase nurses for clean dressings and other support for my condition. They did not seem bothered but seemed to have enough time to chat to each other in the corridors and around the main desk.

-Upon discharge was not given enough information on my condition, how to keep my wound clean etc, what to expect next, what had happened to me! I wasn't even given any discharge instructions/notes. I had to obtain these from my doctor a week later!

-Was offered food and drink whilst waiting for surgery as no "nil by mouth" sign was put above my bed

-No next of kin details were taken prior to surgery....at the time I was in so much pain so didn't really think about it at the time. If I had died or something my parents would never have known.

-Follow up appointment accidentally cancelled and extra waiting list letters sent in error.

-Consultant secretary totally unsympathetic and cold/abrupt/rude when I called in tears to find out more about my condition as I really didn't know! Even when my GP sent a letter marked urgent - 4 working days after, it still hadn't been read. Was then told by said secretary that there were "different levels of urgent" and that this will read it when "he/she has time".

I have praise for the team of nurses etc in theatre as they were kind, respectful and understanding. If only the Surgical Assessment team were more like that. They could learn a lot from them!

I will be writing in an official letter of complaint about my experience once I have had my follow up and been discharged.

I NEVER want to go back there again: -(

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Responses

Response from Julian Hayman, Internal Communications Manager, Communications, Aneurin Bevan Health Board

Hello Disappointed37,

Thank you for your feedback received via the Patient Opinion website. I am sorry to hear about your experience in the Surgical Assessment at the Royal Gwent Hospital.

I understand that you will be writing an official letter of complaint. However, we are eager to deal with your concerns as soon as possible, as we are committed to improving the quality of health services within the Health Board. Therefore, if you would like Linda Alexander, Divisional Nurse for Scheduled Care to contact you to discuss your concerns, please email me (Sharon.harford@wales.nhs.uk) with your contact details, and I will arrange for her to contact you.

Best wishes,

Sharon

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