"Some room for Improvement"

About: Royal Orthopaedic Hospital

Having had 2 stays in the ROH in the last 2 weeks in two different wards, the stay was one of the better I have experienced with the NHS but there is room for patient improvement. Ward 12 gave me an induction to the ward, treated me well although I felt out of my depth as not on the oncology ward and the discharge process was so long winded it was unbelievable, the ward staff could not have been more helpful and courteous to their patients. They were extremely understanding when concerns were raised given my cancellationof the procedure and the anxiety and distress this caused. Ward 3 give me no induction, there was an constant call onstaff which left some patients waiting excessively for treatment or care. I have a pain regime of needing pain relief every 6 hours and I was significantly let down in this matter. In particular the requirement for pain relief left me in immense pain as an almost 3 hour wait for medication left me crying in pain. This is totally unacceptable and especially when I spoke to a staff nurse after 90 'minutes who stated they would get me my pain relief and then disappeared. It still took a further 60 minutes for that pain relief to arrive. The excuse from the ward was the drug round doesn't start till 0700 but I was still made to wait a further 90 minutes before getting anything. The process needs to be addressed of patients need regular medication at a specific time then it should be given at that time. Ward. 12 managed to get it right so why not across the whole hospital. This is not the health care I would expect given the rest of the treatment on the ward which was considerate and caring throughout. Quite rightly the patient came first. Now my rant is over, the ROH is a hospital I would return to and recommend to family and friends as the staff made the hospital from the porters, the ward administrators and especially the nursing staff who were a delight. It is the management processes that need addressing! Thank you To all the Nursing, ancillary and medical staff for their care and patience.

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Response from Royal Orthopaedic Hospital

Dear FR, hello and good afternoon Thank you for your review and taking the time to explain in some detail your recent experiences at the Royal Orthopaedic Hospital NHS Foundation Trust. I would really like to find out some more information from you so we can look into things properly and understand where improvements need to be made. Would you please get in touch via email to roh-tr.pals@nhs.net or via telephone on 0121 685 4128 so I can look into your experiences properly. It's not possible for us to identify you from the information you have provided here, and it appears there are a number of issues we need to address. Thank you also for your compliments and I will of course share these with the teams who looked after you. I look forward to hearing from you and wish you well for your continued recovery. kind regards Claire Williams, Patient Relations Manager

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