"Extremely unhappy"

About: Weston General Hospital

I had a tumour removed from my left calf on the 16.01.15 and used VAC dressing till the 05.02.15 when I had skin graft. I first visited Weston General on the 22.01.15 because I had a leak on my VAC dressing. After four hours of waiting I was told that there wasn't anyone that deals with VAC dressing, on the same night went elsewhere and the care assistant changed my dressing (not even a nurse, shame). I had the unpleasant experience to visit Weston General again tonight 09.02.15 because the dressing that covers the part that skin was shaved off to cover the calf was bleeding, I tried to patch it up at home my self but with no success. So went to WG were I was interrogated by one unfriendly nurse about the last time I was there more than issue at hand. I was sent to the waiting area as a form of punishment and told that because I have had the operation in Bristol we are not responsible. I could not endure anymore this nightmare so I took a taxi home patched the wound my self and will be going elsewhere and I thought I'd share my experience while I wait for the morning to come.

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Responses

Response from Weston General Hospital

I would like to offer my sincere apologies on behalf of the Emergency Department that you had to wait for four hours before being told that we do not do VAC dressings. Unfortunately, you should have been advised of this when you saw the Triage nurse. I have emailed all staff to ensure that they are reminded to communicate with patients effectively when they arrive at the hospital so that they can make an informed choice about whether they want to stay to see a doctor. I would also like to apologise for the attitude of the nurse that spoke to you on your return visit. To try and ensure this does not happen again, I have spoken personally to all staff on duty the night of the 9/2/15 and asked them to reflect on how their attitude has made a patient feel and leave the department without receiving the treatment that they had come for. If you would like to discuss this matter further, please don't hesitate to get in touch, or contact our Patient Advice & Liaison Service (PALS) on 01934 647216 or via wnt-tr.PALS@nhs.net R. Watkins Matron, Emergency Department

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