"Staff member castle point ward 29/06/2014"

About: Southend Hospital

My Husband is on Castle point ward and has been for the last 19 days recovering from Septic Arthritis, the Staff on the ward have been absolutely fantastic and i have posted a review to reflect this however today a nurse who was on duty at 14.30 when i arrived, i considered rude within 5 minutes of asking when my husbands Cannula would be replaced, said Doctor busy we will get to him soon ?, one thing i never expect is preferential treatment but courtesy goes a long way, my Husband then had his cannula replaced and antibiotics delivered (late) he then asked me to let someone know that his drip had finished and he needed to go to the toilet, to be told by a HCA that the nurse had gone on a break and will deal with him afterwards to which my husband unhooked his own drip and hopped to the toilet himself, then another very helpful nurse name unknown took his completed drip down. I appreciate everyone has a very difficult and challenging role within the NHS and as a Detention Officer with Essex Police and my Husband who is the patient a very valued Custody Sergeant with Essex Police, he is there through no fault of his own and we all have our own emotions to deal with and i feel the nurse mentioned is bringing the reputation of a fantastic ward down with her attitude ??? I would like to think this will be passed to the relevant department and the member of staff spoken to appropriately. My husband and i deal with the lowest of the low in society and have to bite our tongues many times as not to in-sue complaints

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Responses

Response from Louise McIver, Patient Involvement Coordinator, Southend University Hospital NHS Foundation Trust

Dear Madam,

Thank you for your post and positive comments relating to our staff members on Castlepoint ward.

I am truly sorry to hear about this negative experience relating to a particular member of staff and I can assure you I will pass this onto the ward manager to make them aware of your concern.

Unfortunately without identifiable information I cannot take this forward but can I suggest you speak to the ward manager of Castlepoint ward and explain the situation so that she can speak to the staff member concerned.

If you did wish to make an official complaint then this would need to be in writing to our Chief Executive, Jacqueline Totterdell or email complaints@southend.nhs.uk

and this will be formerly dealt with.

I thank you again for bringing this to our attention and wish your husband health for the future.

Regards,

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Response from Southend Hospital

Dear Madam, Thank you for your post and positive comments relating to our staff members on Castlepoint ward. I am truly sorry to hear about this negative experience relating to a particular member of staff and I can assure you I will pass this onto the ward manager to make them aware of your concern. Unfortunately without identifiable information I cannot take this forward but can I suggest you speak to the ward manager of Castlepoint ward and explain the situation so that she can speak to the staff member concerned. If you did wish to make an official complaint then this would need to be in writing to our Chief Executive, Jacqueline Totterdell or email complaints@southend.nhs.uk and this will be formerly dealt with. I thank you again for bringing this to our attention and wish your husband health for the future. Regards, Louise McIver Patient Involvement Co-ordinator

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