"The invisible patient"

About: Horton General Hospital

I had a short stay on the emergency assessment unit. The medical registrar who saw me was brilliant.

I was upset by the lack of care from nursing staff.

The nurse looking after me did not introduce themselves. I had no observations taken, I was not asked if I was still in pain.

I was not given a call bell.I had to ask where the female toilets were as I was in a mixed bay. I was lucky as I was able to get out of bed, take myself to the toilet etc. It distressed me observing the lack of basic nursing care for the elderly patients on the unit. The nursing onus seemed to be on taking bloods, doing ecg's and not on talking to, reassuring and making patients comfortable. It was a lovely porter who made one elderly gentleman comfortable on return from x ray so that he could go to sleep.

I was not happy with being discharged at 2.30am but felt that it would cause me too much stress to try and stay. By 2.30am I was fed up with the lack of care. I live on my own with no local family and ringing friends at 2.30am is beyond the call of even close friendships. I had to get into a taxi with a strange male driver knowing that there was no one to check that I arrived home safely.

I was concerned but I have to say a big thank you to 007 taxis in Banbury for the excellent service they provided.

How many husbands, partners, fathers would be happy with their wife, partner, daughter travelling home alone with a stranger at 2.30am? I know it is a big struggle for hospitals to have sufficient beds but I do think that the discharge policy needs to be reviewed.

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Responses

Response from Horton General Hospital

Thank you for your comments regarding your recent experience at the Horton General Hospital.

We are very sorry that your care and treatment was not at the high standard that we expect.

We would like the opportunity to investigate the issues you have raised and provide you with a response.

If you would like us to do this, please do not hesitate to contact the Complaints Team on 01865 227128 or at complaints@ouh.nhs.uk and we will be happy to discuss the complaint process with you.

Kind regards.

Complaints Team

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