"Bi Lateral Achilles"

About: Queen Alexandra Hospital

Being a first timer into hospital and having heard all the stories, I arrived on the ward (D6) on Monday 29th June all of the staff were really helpful and friendly and explained what would happen on the ward and that I would be nil by mouth from midnight, I was asked if I would like a sandwich and brought me overnight things like a toothbrush and comb. Bright and early the nurse came in and prepped me for theatre, the consultant came in around mid-morning to have a look at my ankles and advised that I would be sent for a scan to ascertain the damage, the porters came took me for the scan which confirmed both Achilles and I returned to the ward. Around midday a nurse came in with a jug of water for me I advised I was NBM and they said that the operation must have been put back probably because they are very busy oh well these things happen. Later that afternoon 2 porters turned up to take me to the plaster room, when we arrived the consultant was there and they advised that I would be put in adjustable boots and would be non weight bearing for 2 weeks which would mean I would be in hospital 2 weeks. Whilst I can appreciate everyone is busy it would have been nice to have been told what was happening instead of just arriving it is really easy to understand why people get frustrated with the nurses (something I witnessed later in my stay) because they do not seem to get the information and then have to deal with questioning patients without having the answers. On the Friday of week 1 was visited by a senior nurse who stated "as you are aware this ward is for over 65's with hip issues (how would I know i had not been told me anything) and that I was going to be moved after lunch. I was moved to Ward D1 room 5 and then 2 hours later moved again to Room 8 which is where I settled for the duration of my stay. The staff on the ward were absolutely fantastic really cheerful and helpful keeping everyone’s spirits up and always having a laugh and joke whilst retaining an element of professionalism, however this was all marred by a situation at 11pm on the following Thursday evening where a 3 stage assault took place to attempt to move me to a different ward this ended up with a senior nurse saying to me "well I hope if you are ever in the same situation some is not prepared to move for you" it may not be what was said the malice that it was said. After this incident the nurse did not speak to me again or even acknowledge me, on leaving they had to walk right past me and although all other staff said goodbye this nurse did not, this sort of behaviour can only be negative for the NHS when there are so many positives.

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Responses

Response from Marion Brown, Head of Complaints and Patient Advice & Liaison Service (PALS), Portsmouth Hospitals NHS Trust

Dear Paul, thank you for taking the time to give us your feedback on your recent treatment at the hospital. I'm sorry that one aspect of your experience was not good and I will share this, along with the positive comments, with the Ward Managers to ensure that lessons are learned. We want all of our patients to feel comfortable and safe in our care and I hope you are now recovering well.

Should you ever need to share your views with us direct, good or bad, then please contact our PALS Team on PHT.PALS@porthosp.nhs.uk who will be happy to help and advise.

Best wishes

Marion

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