"Lack of basic manners"

About: City Hospital campus / Clinical haematology

(as the patient),

My most recent stay on Toghill Ward was awful and not due to my cancer. I found that the staff were incredibly rude, treating patients like something they have stepped on. My biggest bugbear however was the lack of knocking on the door before entering or walking straight in when curtains are drawn around a bay, opening them wide. I asked repeatedly for people to knock or call out before entering particularly on the any occasions where they walked in while I was changing. On two occasions the curtain was pulled back without notice while I was undressed in full view of the men from the bay next door. No apology was given and the care assistant found it funny, which I find disgusting from someone who is supposed to be in a caring role.

I resorted to not being able to change unless a visitor was there to stand outside. I felt that staff were simply extremely rude, I heard snide comments, talking about other patients I heard things such as 'I'm sick of hearing her moan today, who does she think she is' and 'she won't get out of bed to make it, lazy cow' about an elderly patient. I had to ask one of my visitors not to put in a formal complaint about what she'd heard mainly because I was so worried about repercussions for my treatment especially in the future. Obviously comments were not supposed to be heard but if I could hear them others can too. Having cancer, loosing hair, sickness, Hickman lines and other paraphernalia are already degrading enough without being treated so badly on a ward.

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Responses

Response from Nottingham University Hospitals NHS Trust

I am grateful that you have taken the time to get in touch. Your comments are incredibly concerning. I am sorry to hear of your experience. The behaviour you describe is completely unacceptable. I will address your concerns with staff on the ward to reinforce the importance of professionalism and our values and behaviours. However, I’d really like to get some further details from you so I can fully investigate this and speak to the individual concerned. If you wish me to follow-up, can you kindly get in touch with me directly? My direct number is 0115 969 1169 ext. 53424 or email karim.jasani@nuh.nhs.uk.

Kind regards,

Karim Jasani.

Ward Manager, Toghill.