"Left without my personal effects and clothes for 5..."

About: Royal Devon & Exeter Hospital (Wonford)

On Friday 17 October i was admitted to Knapp Ward at 07.30 for pre operation preparation. I changed into a theater gown and I put my clothes into one of the hospital green bags; I then waited until 12.00 hrs to be taken down to the theater. After coming out of theater I was wheeled to the kidney dialysis unit where I was to undergo four and a half hours of dialysis. When I got there my bags where not there as had been promised by Knapp Ward staff. During the course of the afternoon two attempts were made by the kidney dialysis staff to get my bags brought down to the unit. Neither was successful. I spent the afternoon in a gown with no books , phone, Kindle or any other form of entertainment. Eventually I came off dialysis at 17.55 and asked the staff if I was to be sent home in a theater gown. The Ward Clerk then very kindly offered to go to Knapp Ward to retrieve my cases, arriving back about 10 mins later. I am very unhappy about the way that I was treated by the staff of Knapp Ward who apparently twice said that they 'too busy' to bring my personal effects and clothes down to me. I cannot understand,if that was the case,why did they not get a porter to move the bags?

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Response from Royal Devon & Exeter Hospital (Wonford)

Thank you for highlighting your experience during your recent admission via Knapp Ward. The Assistant Director of nursing responsible for Surgical Services has provided the following response. It certainly sounds as though you received a standard of care and courtesy that fell below those we expect to deliver at the RD&E. I can appreciate your wish to have your own belongings available to you during the lengthy period of dialysis, and can only apologise that we did not return your belongings to you in an acceptable timeframe. I have highlighted your experience to the Matron on Knapp Ward and she will bring it to the attention of her team. You rightly note at least one way that we could have resolved this for you on the day. If you would like to discuss your concerns further following this experience, please contact our Patient Experience Team on (01392) 402093.