"Lack of compassion and insensitive to patients needs"

About: Royal Blackburn Hospital / Trauma and orthopaedics

(as the patient),

I was transferred to ward B24 following surgery to my fractured ankle. Whilst the majority of staff was caring and considerate, there was a handful of nursing staff that I felt were insensitive and lacking compassion.

I was in much need of sleep, traumatised from the operation and in pain, yet I had to wait 3/4 of an hour for pain relief despite my asking for it. Finally the main lights on the ward was switched off at 11: 30pm to allow the patients to settle down for the night.

The following day, there was lots of banter going on between nursing staff and at one point, a nurse (whilst walking past my bed and directly looking at me) made an inappropriate / insensitive comment along the lines of having a nerve trapped in her foot, then stating that was inappropriate. I was shocked and could not believe a professional from the caring professions could be so insensitive. This was in sharp contrast to the excellent pre-operation care I received whilst on ward B14, and the theatre staff who provided kind reassurance and explained the procedure.

I was so relieved to leave B24.

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Response from Melissa Almond, Patient Experience Facilitator, East Lancashire Hospitals NHS Trust

Many thanks for your feedback on your recent admission to Ward B24 at the Royal Blackburn Hospital and thank-you for taking the time to do so.

I am very sorry that you are unhappy with the care provided and I will make sure your comments are passed onto the team. If you would like to talk through your admission with one of our Patient Experience team so we can understand what made this such a poor experience 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 (Melissa Almond) on 01254 734087 or email me on Melissa.almond@elht.nhs.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.

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

Many thanks again for commenting.

Melissa Almond, Patient Experience Facilitator

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