"The doctors were thorough both ..."

About: Heartlands Hospital

(as the patient),

What I liked

The doctors were thorough both consultants and junior on both the wards i was admitted to AMU and w28. They explained what the intended plan of care would be and ensured that i understood and was involved.

The nursing staff on AMU on the whole (those that I saw) did what they needed to do. I did not feel they kept me informed as often as i needed. I work in healthcare and am aware what the role of the nurse is. I know i was luckily not as ill as some of the other patients on the ward and that the nurses were probably prioritising care to those in the most need. But, i would expect that any interactions with nursing staff would be focused on me with perhaps some eye contact and interest in how i am rather than asking me (after 5 hours on duty) why i was there? where were my notes? and then the nurse being more interested in what was in my magazine on the bed than on me.

ward 28 nurses on the other hand were very keen to nurse and ultra professional. Taking care to check I knew my plan of care and answering any questions I had. Discharge was thorough by both doctors (renal team) and nursing staff. I would be proud if one day I could be part of this nursing team.

What could be improved

my experience of AMU could have been more patient centred rather than nurse centred.

Perhaps a facility to speed up pharmacy (in times of bed shortages) prescriptions, as my discharge was delayed slightly while i waited for painkillers and antibiotics to arrive from pharmacy.

Anything else?

My first experience (apart from childbirth) as an inpatient. The meals were very nice, although quite small.very clean hospital.

If anything I have taken away from this experience, both examples of very professional nursing and not so professional nursing. I am now from a personal perspective sure which direction I will be taking when i qualify as a nurse. and am aware how the nurse-patient relationship can be damaged by lack of communication and the nurse who appears uninterested in the patient. A learning experience for me!

Story from NHS Choices

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Response from Heartlands Hospital

Thank you for your feedback which has been forwarded to the lead in AMU at Heartlands. Poor communication between our staff and patients is unacceptable and falls below the high standards of care we would expect. We have relooked at our training and introduced a 'real-time' patient satisfaction monitor which has resulted in a significant improvement in this area.

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