"Worst Experience Ever!"

About: Royal Blackburn Hospital

I was sent by my GP to the assessment room for a suspected hernia, pain and because my stomach had blown up that much i looked 6 months pregnant. Once arriving there by ambulance i waited almost an hour before a nurse came along. I wasn't bothered so much about that. Then waited a few hours before a Dr came along. Was told they woud send me for an x-ray. Bearing in mind I have had 8 major operatuons on my abdomen for one reason or another and suffering from multiple adhesions I was a bit bemused as to why an x-ray was called for. Anyway I weht for an x-ray that evening and in the morning was told it was clear. I asked what they were going to do about the hernia, swelling and pain and was told they were sending me home and that I had to come back as an outpatient for a camera test to check for blockages in my bowels. Really? Isn't it the responsibility of the Dr's to thoroughly check patients for any possibility before quickly dismissing them? GP's don't send patients in if they don't feel it warrants it! In between the 1st & 2nd I was seen by 5 different people from team 1(as they called themselves). I have no idea what title they had, it was never disclosed. My hernia was poked and prodded by a trainee surgeon( as i found out later by asking who they were). I was clearly in pain the 1st time they did it. So why they had to do it again is beyond me. I was asked the same questions over and over again. I was told i wasn't in pain by one. Clearly because i wasn't the sort of person who screams at the top of my voice. Not to mention i'm already on morphine for fybromyalgia, multiple adhesions and pain left from previous operations. I was made to look like a fool because i couldn't remember what every operations was for and seemed like the doctor was questionning if in fact i had even had them. (These spanned over a 19 year period) Why can't they be bothered to check patients notes from GP's, which clealy list everything, as mine did. One even asked where the protruding hernia was?? In total i was seen by 6 or 7 different people over a 4 day period. Respect for patients from these Dr's (Apart from the last surgeon i spoke to) is almost non-existant. There is no empathy, I was given no suggestions of what could be wrong. Instead, i was told on 3 different occasions it would be better if I went home. Or if i stayed there was no guarantee on when the hernia would be sorted or when they would do the camera test. In the end I walked out. I'd had enough of being told to go home, spoken to like i was an imbecile and made to look like a hypochondriac, That couldn't be further from the truth! The assessment room was filthy. Crumbs on the tables, blood,fluids and paper on the floor. Tables, sinks and toilets never cleaned. Which is hypocritical seen as they test patients for contaminating diseases when they go on that ward. Visitors(who hadn't been tested) used the same toilets. Nursing staff are clearly understaffed. No more space left, otherwise i would go on.....

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Responses

Response from Royal Blackburn Hospital

Many thanks for your feedback on your experience of our General Surgical service, and thank-you for taking the time to do so. I will make sure your many concerns are passed onto the team. I am very sorry to hear that your recent experience with us wasn't what you expected as we always strive to deliver safe, personal & effective care. You have already given quite a bit of detail but we would encourage you to contact us to talk more about your experience with one of our Patient Experience team. This will help us to understand the bits of your experience that made this such a poor visit for you - we would really value this so that we can try to improve things for every patient visiting our hospitals and services. You can either contact me (Meg Davey) on 01254 733698 or email me on margaret.davey@elht.nhs.uk. If you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk Or if you prefer you can discuss further any concerns you may have about our services with our East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further.

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