"Ward 14"

About: Leicester General Hospital

I still believe the NHS is a wonderful institution and I completely understand that the staff work very hard but some of my experiences are simply not acceptable during my stay this week. I came to the General on Monday for re-constructive knee surgery. I do not enjoy moaning so to start I would like to offer some positive feedback. - The first person I met that checked me in - delightful girl. Friendly, assuring and informative. - The physio's really nice chaps, friendly, helpful, genuinely concerned with my wellbeing. - The 2 nurses on at night during Monday 1st on ward 14. Great manner. I think one was a student nurse and she was worried that my temperature was rising. She took my blankets, put a fan on me and checked my temperature regularly until it came back down. Thank you. - The male nurse on the next day. The only person who seemed to hear my screams of pain and helped me with pain relief. There are a few things I am not happy with, one not happy at all. - My consultants. I think spent a total of 2 minutes with me throughout my stay which explains why I never caught their names. The man said hello when I got there and told me I was having an operation. Really! Lady smiles but says nothing. After my operation they pop in with their bags clearly on their way out of the door for the night. Man tells me I have had an operation, keep moving my feet and that I will have phsio in the morning. Lady feels my ankle briefly and smiles. In the morning they are back, the man tells me I am going to have physio and goes within about 7 seconds. Lady remains writing notes, then off she pops with a smile. Never see the man again but I do see the lady who duly smiles. - One of the nurses, don't know her name, don't want to but she was hard to understand. Had an obsession with stroking my foot on my operated leg which is a tad weird. I asked if I could go out for some air and she walked off. I waited for her to come back but she didn't so I pressed my buzzer and asked 'please can I have a wheel chair as I would like to go outside and have some air'. The reply was 'no' and she turned to talk to my neighbour who must pay more NI contributions then me as he seemed to have constant care and attention. When the nurse overheard my girlfriend comment that she was rude she burst back over on the defensive and told us that it was shift handover and that if she let me out and then went home she would not sleep. This is quite sweet but why not just explain this to us in the first place. She now advised she would ask the nurse on the nightshift who said I could go out but need to find my own wheel chair. Both my mother and my girlfriend several times were ignored when they were trying to find my bed or to ask for a bed pan. Yes you are busy (although you do seem to be chatting) but manners really cost nothing! Please read my next review RE: x ray girls.

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Responses

Response from Leicester General Hospital

Dear Simon Thank you for your helpful and balanced feedback. Firstly we really appreciate your kind words about some of the staff that treated you. Personable and friendly care is certainly what we aim to provide so we are glad that you experienced some of that. However it appears you also experienced the flipside of this - something we absolutely do not aim to give to our patients. We are sincerely sorry for this. You should not have been made to feel that another patient was receiving preferential treatment and it is disappointing to learn that you were not able to pop out for some fresh air. Although we are glad there were positive aspects of your care it is frustrating to see that this was tarnished by some rudeness and lack of clarity at times. Should you like us to investigate this further please send an email to communications@uhl-tr.nhs.uk, with your name, your address along with your date of birth and we will investigate. We’ll be sure to read and respond to your review, “x ray girls.” Once again we are very sorry. We wish you, your mother and girlfriend well in your recovery. Sincerely Robert Knight Communications Team Leicester’s Hospitals

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