"I liked the fact that the surgical ..."

About: Southend Hospital

(as the patient),

What I liked

I liked the fact that the surgical unit Doctor on duty and the nurse who helped to expedite the matter worked together. She was the first Doctor or Hospital staff who had the decency, empathy and understanding of my ill health. She kept me informed of the diagnosis and was firm, polite and professional, she took responsibility of my health, even though I was referred to the wrong ward. I was lucky to be referred to the wrong ward as I was diagnosed with severe chest infection and Lung Pneumonia. I was also impressed by the Doctor (on duty the next morning) who took my details, history and proceeded to expedite my treatment. He was professional, had empathy and was informative. These doctors and nurses are an asset to NHS and my huge gratitude go to the doctors and nurses in who were involved in the diagnoses and treatment. Thank you

What could be improved

I went to A&E on 10th September 2009 with severe pains in my chest and bad cough after having gone through the pandemic swine flu line and failure to contact my out of hour GP (the surgery phone was never diverted to out of hour Doctors Surgery). I was starting to have breathing problems and was told by a young doctor that I had some kind of virus and literally told to use,” pain killers that take your fancy"). Having lived through the pain for weeks and feeling it getting worse to the point that I was almost unable to breath without excruciating pain, I called 999 on 27th September and was taken to A&E. This time, I was told to go to out of hour doctor for quicker treatment, Again no need was felt for an X-ray. I was given injection at the fracture clinic for muscle spasm and prescription for painkillers. On 30th September after being told by my surgery that an emergency appointment would take 6 days and to ring out of hour surgery in half an hour, I had to contact NHS Direct with severe chest pains and breathing difficulties. I drove to Hospital and the out of hour Doctor suggested that it could be gall stone and referred me to Surgical unit that almost saved my life. Although I am still suffering but feel that I am on the mend. I am disgusted at A&E staff's lack of care and total disregard to my pain and had it been more serious problem, they would have blamed it on underlying causes. All it needed was a simple chest X-Ray. I would like to know why it was not done and why the GP did not stress that it should be done. I am a shareholder of NHS.co.uk. I am a tax payer. I do not wish to take the matter through courts or claim compensation. I want more money to go into NHS but I want answers.

Anything else?

I was later admitted to Southbourne Ward and most of the staff were helpful and caring. However, I found some nurses talking about elderly patients being rude and were disrespectful. A doctor told me that because I looked all right, it would have been difficult for A&E staff to diagnose (With tears in my eyes and breathing problems, I must have looked alright!!!). Some staff members were too loud all hours of day and night, one stated that it was like a carry on film and that old dears must like it. I responded that as long as it was within reasonable hours and the patient did not mind them being too loud, she told me that I should have gone to BUPA. One night until after midnight there were a lot of noises, banging, slamming etc. After, 12.30am, I went out and requested politely to keep it quiet. One nurse who was banging the cupboard doors told me that she had to finish her work. I politely told her that she could still finish her work without banging and that it was a hospital where people come to recuperate. The other nurse kindly helped to shut the door, which caused other issues with another patient. The banging did not stop. What a great way to look after patients. The professionalism amongst the staff is rock bottom, the patients are looked at as burden but still most of the staff members do care and have the patience and resilience to do a most wonderful job. The food distribution was diabolical to the extent that patients were asked but sometimes told that the food they requested was not available. In summary, my stay in hospital was a combination of Faulty Towers and Cellblock H.

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Responses

Response from Southend Hospital

Many thanks for your feedback and your kind comments about specific members of staff. We are sorry that we were unable to meet your expectations on this occaision. Every effort is made to ensure that the ward environment is as quiet as possible, especially at night and please accept our apologies that it was not on this occaision.

We hope that any future stays in the hospital are less stressful for you.

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