"Rude staff, neglect patients, uncaring and bad..."

About: William Harvey Hospital

My daughter recently had her baby here and how surprised we were to receive the very poor care and treatment received, she was told what would be happening and when they would be doing it but that got put to bottom of list as something else more important always came up when asked why she had been forgotten or it's because they just changed staff, they put on her notes that often she would go off the ward when they needed to treat her which was a load of rubbish as they suggested she did to ease labour pains, as it also put her off asking them to deal with her so they could deal with everyone else, we know other patients do take priority that are more urgent but we were being fobbed off the whole time we were there,none of them seemed to know what they were doing as one "midwife" even asked why my daughter why she had a canular in her hand which clearly showed that she hadn't been briefed by the shift before!! also they put that they asked her for three water samples and she never did them, she did do them and we had to go and find a nurse to remind them aswell and still they didn't bother to collect them they were left on the side of basin in her room , all three of them so the staff lied about her doing samples when it was their fault, also there were two full up bowls of vomit left on her bedside all day after being told once again on numerous occasions they were there. Eventually a midwife acknowledged my daughter had been completely neglected and it wasn't fair and was going to sort her a midwife to look after her, that didn't happen either, they said they were busy but had plenty of time to cluck at reception amongst each other, the staff were awful, rude and made us feel like we didn't exist and we didn't matter, and other patients also said the same about the staff that was on too. They spoilt what should have been a lovely experience, which then lead us to discharging ourselves and not waiting for paperwork we had had enough, we informed our midwife who agreed with us and said that we should have complained too, and since coming home I've heard stories very similar to ours of people who were in there around the same time, they made it sound it was us that was in the wrong when in actual fact it was their lack of care and neglect they tried to cover up by blaming us in the notes by saying we wasn't in the room after they told us to walk around, and the watersamples they forgot about after being reminded often. I must say there were a couple of midwives who were lovely and they put the others to shame and were much more caring and professional the rest of the staff that were on need to learn from them or get rid of them.

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Responses

Response from Sally Smith, Chief Nurse and Director Of Quality, East Kent Hospitals University NHS Foundation Trust

Thank you so much for taking the trouble to post your feedback. I am so sorry to hear of your poor experience in our care. I am sure this was a very disappointing time for you when as you say you should have been celebrating.

I will certainly make sure the Maternity Dept receive this feedback and look into what they need to do to make improvements.

Please accept my apologies for your time with us. I do hope your daughter and your grandchild are doing well.

Seasons greetings,

Sally

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Response from William Harvey Hospital

Please will you ask your daughter (as the patient) to contact PALS (Patient Advice and Liaison Service) so that they can get all her details.

We need to look into this - this is definitely not the standards we want for our patients.

She can contact PALS by telephone on 01227 783145 or 01227 864314, by email at ekh-tr.PALS@nhs.net or via the Trust's website - there are some buttons to click on the front page which will take her to an online form to complete and submit.

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