"Ward 6, Hull Royal Infirmary"

About: Hull Royal Infirmary / General surgery

(as the patient),

I went into HRI Ward 6 as an emergency, and could see a number of improvements since my last hospital stay 10 years earlier. Cleanliness was much improved, and the medical staff were more approachable. The domestic and catering staff were all lovely, as was the vast majority of nursing staff.

However, one nurse in charge of the night shift was incredibly noisy - singing, shouting and talking in a very loud voice all night. She was the senior on duty, and the other nurses were reluctant to ask her to be quiet.

The food was fresh and good quality, but you were lucky if you got what you ordered. I was nauseous and vomiting for days, and also needed to avoid fat and dairy, but was lucky if I took in 500 calories a day. But I wasn't allowed to add boiled potatoes to my salad. The catering staff were helpful but seemed badly trained; one told me that the roast potatoes were fat-free, and that cheese contains no fat!

In spite of this, one nurse tried to refuse me breakfast on the day of my procedure, despite written info that I needed to fast for only 4 hours before surgery.

An old lady in my ward came off worse - little attempt was made to help her eat, staff misplaced her dentures, gave her medication which made her vomit just before meals, and one nurse gave her a public telling-off for vomiting on the floor, when her only other option was to soil her clothes, as she was unable to move.

All of the nursing staff were very hard-working, and most were very caring and compassionate, but the routines and processes of the ward seemed more important than the individual needs of the patients. Staff had little time to talk, to explain, to resolve problems etc.

I have to return for more surgery, and I dread a return to that ward.

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Responses

Response from Engagement Section Assistant, NHS Hull

Dear Gallstones

NHS Hull is the organisation responsible for deciding how money is spent on local health services (commissioning), ensuring those services are of high quality and meet local needs. So it is important to us to receive the feedback of service users and we thank you for taking the time to place your opinion on this website

First and foremost we would like to say how sorry we were to hear of your recent experiences at Hull Royal Infirmary. We would like to reassure you that your concerns are taken very seriously and our colleagues at Hull and East Yorkshire Hospital would like to fully investigate the points you have raised. In order to understand your concerns more fully they have asked that you contact their Patient Advice Liaison Service on 01482 623065. The telephone lines are open Monday to Friday 10am to 4pm and your call will be treated in strictest confidence. They are very concerned that you have qualms about future treatment and/or surgery and would very much like to reassure you on this matter.

We were, however, pleased to hear your comments about the improvements which have been made and the other positive remarks you made.

Once again our thanks for taking the time to let us have your feedback via this website.

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Response from Engagement Section Assistant, NHS Hull

Dear Gallstones

We have been informed by our colleagues at Hull and East Yorkshire Hospitals NHS Trust that you have made contact with their Patient Advice & Liaison Service and the matter is now being dealt with through their own PALS/complaints processes. As such, I regret to inform you that we are unable to comment further on the matter.

We would like to thank you once again for taking the time to provide us with your views on local services and giving us the opportunity to investigate and respond.

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