"On the day after my op I could ..."

About: Royal Bolton Hospital

(as the patient),

What I liked

On the day after my op I could not get out of bed to use the bathroom so had no choice but to use a bedpan. At this point I was relieved to be in a single room. I requested the bedpan and had to wait about 30 minutes to be provided with one. The nurses when they arrived were brilliant and left me alone whilst I performed. Unfortunately I think they forgot me, this was the first time I had been since my operation and I filled the pan and had to remain sitting in it until someone finally came back to help. When the healthcare assistants did return they washed me and treated me with such dignity and I was so grateful. Unfortunately not all the staff I as helpful, that evening I requested something to eat and the healthcare assistant that brought it to me was so miserable and it had obviously been too much trouble for her. She was elderly herself, probably passed retirement, and maybe felt she shouldn't be waiting on people. But, that was the job she chose. I also required the same assistant to help me back into bed after I'd used the bathroom and it was apparent she was annoyed.

Once I was moved onto the ward, the other ladies were mostly elderly, and one night this healthcare assistant and the staff nurse were shouting at a patient. Myself, and several of the other patients did put in a complaint about this as I would hate to think that when my mother had been in she may have been treated so badly.

On the whole though I think Bolton is a good hospital and would have no hesitation in returning if need be.

What could be improved

Healthcare night staff need to be monitored more closely.

When a patient rings the bell for assistance it would be appropriate if a member of staff responded immediately, particularly when you are in a single room.

Story from NHS Choices

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Response from Royal Bolton Hospital

Thank you for this important feedback regarding your experience. We are very sorry to hear of the time delays you experienced and you are quite right to expect to be cared for in a timely manner. Unfortunately delays can happen but a full explanation should have been provided to you at the time if that was the case. I sincerely apologise on our behalf.

Again I was very concerned with your comments regarding staff attitude this is clearly unacceptable, I will share your comments with all staff in a bid to address this matter.

Thank you once again for all your comments it is always good to get feedback to inform us of what we do well and what we can improve on.

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