"This hospital needs change...."

About: Glasgow Royal Infirmary / General Surgery

(as the patient),

I was admitted from A and E to ward 65 then transfered to ward 63, and I have to say I am disgusted by the hygiene in the Royal in the wards I was in. It is filthy! I was put in a private room, once in and settled I began to look around, there was a dirty pillowcase under my sheet, which had clearly not been changed since the last patient was in. The floor had what looked like dried in urine or vomit stain next to the bed. The chair which was next to the bed had clumps of hair wrapped around the legs. Every wall had horrible stains on them, the bathroom was just as bad with the same stains on the floor and urine on the seat (private room and bath room) it was filthy!

I said to a nurse who looked at me with contempt, I told her I would not go back in until it was clean as an attitude from her was expecting me to go back in the dirty bed which had not been changed since last patient.

When the cleaner finally turned up the attitude was terrible! Her words where I have cleaned this room today already! I only clean it in the morning! I was disgusted! The room was cleaned after an hour (yes I was sick and standing about to wait for a clean bed was terrible considering I had come from ward 65 prior they knew I was coming....hours before) the next day I was moved in to a room with beds for 6, as another patient needed the room. I do not know if the room was cleaned or not after I had been in it.

The next room was filthy! And was not cleaned for 2 days while I was in it even though I pointed this out. The floors had stains on it, the cupboards had stains on them. The staff warned us in the ward at night that she had had a long day and we would be in hell if we buzzed our call button.

I had a lapascope and they found a hernia, and my gi tract was very inflamed, I had been sick for 5 weeks (and still am vomiting from it 3 weeks after being discharged)this was why I came to a and e the pain was and still is horrendous. Yet my discharge letter says gastritis! I've lost 3 stones now. One of which I lost while in this hospitals care.

My dr has no clue that I have the hernia, it clearly is and has been causing me problems for along time about 9 years, But was told due to the cost of surgery to correct it it was too expensive. I can hardly eat, and am sick a lot, and am getting no were to help resolve this for me. It really has put me off coming back to a and e when I clearly need help.

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Responses

Response from Lisa Ramsay, Patient Experience Public Involvement Team Support, NHS Greater Glasgow & Clyde

Dear No good

Thank you for taking the time to share your experience on Patient Opinion. I am very sorry to read about the standard of care you received at Glasgow Royal Infirmary.

What you have detailed in terms of cleanliness and staff attitude is not acceptable. Because of this, I have shared your feedback with the General Manager of that service and with colleagues in Facilities. They will be able to provide you with answers, via Patient Opinion, to the issues that you have raised.

As you have mentioned that you continue to feel unwell, I would encourage you to visit your GP to seek further advise.

Best wishes
Lisa

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Response from Lisa Ramsay, Patient Experience Public Involvement Team Support, NHS Greater Glasgow & Clyde

Dear No good

Thank you for taking the time and trouble to provide your feedback. I will ensure that this is passed onto the Senior Charge Nurse and nursing staff in wards 63 and 65 for reflection.

The attitude and behaviours of staff have an impact on the patient’s experience and NHS Greater Glasgow and Clyde expects that every patient is treated with dignity and respect and I am sorry if this was not your experience.

It is always disappointing for staff to receive negative feedback and it would be helpful if you could send your details to me directly at Jackie.Wilson@ggc.scot.nhs.uk in order for us to investigate further.

Best wishes
Jackie Wilson
Clinical Services Manager

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Response from Lisa Ramsay, Patient Experience Public Involvement Team Support, NHS Greater Glasgow & Clyde

Dear No good

I would like to thank you for sharing your feedback with us. I am really to sorry to hear that a member of domestic (cleaning) staff was less than courteous to you, this should not have happened. I have asked the supervisor of that area to remind staff they are required to speak to patients in a polite and respectful manner. I have also arranged for your feedback to be shared with domestic services and estates staff so they can hear the impact of their work had on your experience.

The levels of cleanliness you have described are clearly not what we would want for any of our patients and I am sorry for what you experienced during your stay in Glasgow Royal Infirmary. I have checked the ward audit scores that have been carried out over the last three months in terms of ward cleanliness. Whilst the scores have been over 90%, on a walk around by two supervisors at my request, marks to walls etc caused by bins have been identified. This has been reported to our estates team for repair.

Thank you for bringing this to our attention and allowing us to look into this further.

Best wishes
Rosie Cherry
Site Facilities Manager, Glasgow Royal Infirmary

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