"Poor Patient Care"

About: Royal Lancaster Infirmary

I was treated quickly, courteously and eficiently in A and E. I was then transferred to the Acute Surgical Ward with my R lower leg in plaster where I was for, thankfully, one night. Failings in care included: No attempt to provide me with a call button - found it wedged down the side of the bed; Not given the bed adjustment tool - later found it at the end of the bed where I was unable to reach it; Despite having my leg in plaster nurses did not elevate it or check toes for numbness, swelling etc - my family did this No member of staff made up the bed - this was done by my daughter I was told by a nurse that they had no record of the drugs I had been given in A and E - she presumably couldn't be bothered to read the notes Despite having my leg in plaster no assistance was offered in dressing / undressing / washing/ On one occasion when I needed to use the toilet I was advised that I would have to sit on the edge of the wheelchair and use my good foot to propel the chair as the staff member had a bad back. To facilitate this she offered me a sock which I pointed out I was unable to bend and put on as I was seated in a wheelchair with my leg in plaster! With obvious disinclination she took me to the toilet leaving the door open................ Staff conversed loudly through the night the noise diminishing only when the takeaway meal they had ordered was delivered. When admitting patients to the ward during the night the whole ward was illuminated rather than lighting the bed area of the new admission and no attempt was made by staff to lower their voices; Not once did any member of staff tour the ward checking that patients had everything they needed and weree comfortable;

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Response from Royal Lancaster Infirmary

We're really sorry to hear about your experience with us and would thank you for bringing these issues to our attention. We want to look into this as a matter of urgency to ensure we can improve our service. If possible we would ask you to make contact with out patient experience team on 01539 795497 to ensure we have all the details we need to take the action necessary.

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