"Shambolic in ADCU"

About: King George Hospital

I visited A&E on Saturday 4th October, and was extremely satisfied by the speed and efficiency with which I was triaged, assessed and treated. The staff, from receptionist, through to nurses and doctors were polite, helpful and friendly. I was discharged by the surgical HO on Saturday evening, to come in the next morning (5/10) and report to ADCU for surgery. I arrived at ADCU at 7.56 on Sunday, and was put on a trolley in a bay. This was very uncomfortable, as I was having surgery to drain two abscesses, one on my inner thigh and one on my upper thigh. I was offered pain relief as part of the drug round at 8.40ish, (despite not having a wristband), which I declined, and asked for a bed instead of the trolley. After much huffing and puffing, I was asked to move bays, "so the nurse didn't have to bother moving the bed across to where I was". I moved bays, and finally got on to a bed about an hour after I was admitted. I then witnessed an argument between 2 staff nurses (I have their names if anyone wants them) about how to discharge a patient. A HCA then threw a gown and pair of TED stockings at me, with no instruction about when/how to put them on. All in all, the staff on ADCU were unfriendly, unhelpful and gave over a very poor impression of the hospital. It's a shame, because I was in ADCU in May and the staff were fantastic, it really does show how much of difference staff attitude makes to patient experience. When I went in to theatres my experience didn't really improve. The senior scrub nurse was lovely, everyone else treated me like I was an inconvenience, including the scrub nurse who dropped a blood pressure cuff in my face, causing me to actually burst in to tears. She sought me out in recovery to apologise, and I know it was accident, however, if she hadn't been in such a bad mood and being so brusque with her attitude, it wouldn't have happened. When I came round in recovery, I actually asked the nurse there not to send me back to the ward, as it was so horrendous. when I finally went back, the nurse shift had changed, but I was still subjected to the same HCA and her appalling attitude. I was told I had to eat before I left, so I rammed a hideous sandwich down my throat and left as soon as I could. When the said HCA removed my cannula, she seemed surprised that blood shot out - I wonder if she had ever performed the procedure before?? Then, despite me telling staff, and having a red alert wrist band on, I was given dressings that I am allergic to. This caused considerable pain and irritation when my practice nurse removed them yesterday. There was nothing wrong (as far as I can tell) with the actual procedure, it was completely a case of staff attitude making my experience so horrible. I'm happy to provide further details if required, however there is little to no point making a complaint or raising a PALS enquiry, so please do not reply giving their contact details, as I have them already.

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Response from King George Hospital

I'm sorry to hear that on several occasions our staff were rude to you, and made you feel uncomfortable. Thank you for leaving your feedback. This behaviour is clearly not acceptable, and I would like to investigate further. You have said that you already have the number of our PALS department, so I would urge you to please speak to the team so I can ensure this is looked into. Yours sincerely, Flo Panel-Coates Chief Nurse

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