"Catalog of failure at every level. Had to..."

About: St Peter's Hospital (Chertsey)

Unbelievable, after trying to contact my derm junior registra, I was told my 3 week appointment had been cancelled again and a new one in November. I explained this was an emergency but got nowhere. My gp was great and did a lot of ringing around and managed to speak to her twice and checked me into assessment ward to save me going to a&he. The doctors gave me a room and asked the derm team to look. 2 days later in bed in pain the junior turns up and is convinced my condition is not enthrodermic said 3x because it only covered about 70% and not 90. (Can't find any truth in that). The same Dr who failed to get my prescriptions right luckily I had some idea of the correct course. Then unable to get a simple blood form filled out on third attempt. Next medical notes went missing and had to start again with check in before I could get simple drugs to reduce fever and cold. In agony I finally get these. Every 12 hours is a new team so no one is responsible or consistent. Finally after getting a treatment course and still acting as if this is a little rash. I then personally chased the pharmacy to ask where the block was. They informed me some were delivered. The ward denied receiving any. At this point my drug notes are lost for the 2nd time. I ask the nurse to check and it turns out they had not read the notes correctly and had to order more(once to Dr can find my notes) I then get transferred to short stay and luckily the important meds were found by the porter. At this point the shivers had once again set in causing fever. After 20mins a nurse comes. After 1 hour they cannot give me paracetamol as they cannot find the doc. I call a friend who brings me some an hour later. I was told this is fine by the nurse. I ask to discharge myself and the Dr will not come to discuss. After filling out the forms I am given a lot of delay Tatics and the sister in front of me just goes and hides. Finally I say good bye as they ignored the doors for my friend canola still attached. Complete lack of continuity so even good doctors choices are lost in communication. Loss of medical notes once which prevented treatment. Loss of drug chart twice which prevented treatment. I started recording conversations as the errors became comical. They were even reluctant to remove an empty water drip bag without notes. This is the same bag which When installed the nurse said 6hours later it was my fault it was not flowing until later another nurse switched it from the off position. I was not allowed to see my medical notes when persistently asking. Get used to the excuse sorry English is not my first language. I have had and treated my condition for 25 years but no doctors had a clue only a junior derm. All in all a week of urgent treatment missed and made me more unwell when I could have treated this at home with better advice. Any longer in there and hyperthermia was a real possibilty. This form does not list medical assessment unit

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Responses

Response from St Peter's Hospital

We are very concerned to read your comments about your recent experience at St Peter’s Hospital. Clearly this falls short of the high standards of care and professionalism we aim for on behalf of our patients – we can only offer our sincere apologies here for what appears to be a lack of continuity and poor communication between our teams. However, we would like to understand more detail about the circumstances you describe so we can help you understand what might have gone wrong on this occasion and what we can do to try and address this. I would be more than happy to meet you to discuss this in more detail – please do not hesitate to contact me. Justine Hillier, Associate Director of Nursing via our Switchboard on 01932 872000.

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