"Horrible ward to be on. Lack of sensitivity is..."

About: Royal Lancaster Infirmary

I'm sorry to do this. I never complain about anything. I never cause problems. And I've never written a review, good, bad or otherwise. So this just shows how strongly I feel about Ward 16! I ended up on the ward back in May 2013 due to a miscarriage. I won't go into detail as it would take forever so I'll give the edited version. Had scan. Told was miscarriage. Sent to ward. Waited 4 and a half hours in the Quiet Room before being told Doctor too busy to chat, so go home and come back tomorrow. Over the next 5 days was sent home and brought back several times. Husband actually worked out that over those 5 days we clocked up an astonishing 49 and a half hours of just 'waiting' for someone to come and see us. Waited in for phone calls that never came. Had to ring them 5 times in total to try and get information. Notes weren't read properly. Was given incorrect medication. When I asked for pain relief...the nurse asked what on earth I wanted painkillers for! The fact that I was literally having contractions was clearly lost on her. Then when it was all over I asked 3 times if I could go home as I wasn't getting any straight answers and her reply in the end was "Stop bothering us girl and get to your bed! You're not going home and that is it!" Girl! She actually called me girl! I couldn't believe it! I felt like I was in a Charles Dickens story! Kept there for another 12 hours and then told was free to have gone home at any point and that they couldn't understand why I'd been made to stay! I've had the misfortune to end up on this ward again recently due to another miscarriage and once again it's been several hours of waiting around. Lots of different doctors but not a lot of information given. And the information that was given ended up worrying my husband immensely as things were made out to be a lot more serious than they were. Eventually decided to go home as I wasn't prepared to wait any longer. I was told someone would ring me once they got test results back. No one phoned. Once again...I had to chase them. This time wasn't as bad as the last, but there were still cock ups. Lost notes. Found notes. No info in the notes. Wrong info being given from one doc to another. Different info given to me by different docs etc. Basically I hate to say this but Ward 16 is a joke. They have no consideration whatsoever for your feelings when you're suffering a miscarriage. They treat you like you're a pure inconvenience to them. And they don't communicate at all with each other. There are a couple of fantastic nurses on there. One is lovely. Overall what concerns me is that people on that ward just don't seem to have a clue or even care what's going on. The lack of sensitivity to difficult personal circumstances is shocking. I have both a Doctor and a Consultant in my family who are strongly urging me to formally complain as they are disgusted by what happened. And I have to say, I'm very seriously considering it!

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Response from Royal Lancaster Infirmary

We are extremely concerned about the issues you have raised and we are really sorry that your experience at our hospital wasn’t what you would expect. We would therefore be very grateful if you could please contact our Patient Experience team on 01539 795497 so they can investigate this further and respond directly to you.

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