"Nurses and Ward assistants were ..."

About: Kettering General Hospital

(as the patient),

What I liked

Nurses and Ward assistants were generally good natured but far too busy. Cleaning seemed reasonably thorough although in some parts of the day the bathrooms were left too long between cleans and got mucky and messy.

Ambulance staff were excellent as were the nurse and doctor I saw in A & E. That is where it ended.

What could be improved

Was taken to Clifford ward and seen by a doctor who took notes but proposed no investigations or treatment. Spent the night time in agony and without me having ot ask, nurse called in doctor to provide stronger pain relief which was much appreciated. The doctor offered me Oro-Morph which I explained had previously increased my pain so I did not wish to take it. With obvious annoyance, they then prescribed IV morphine which allowed me a much needed 2 hours of sleep. AM saw different doc who changed medication which allowed me a magical 6 hours sleep. Next AM see same doc again who says that some clever detective work is needed on my case to find out what is going on further new painkiller prescribed. Take new pk 8 am and am given next one at 12. Don't take this until 1. Next pk not due until 10pm by which time have been in agony again for a number of hours. Take pk at 10 but agony continues. Nurse arranges paracetamol top up without being asked so manage a further 1 hr sleep. 1/2 slice of toast into breakfast next day another doctor & others attend. He says tests are clear so I will be sent home. I explain that I have been going in circles of agony, A & E, hosp for weeks and that I cannot go home unless diagnosis/treatment or pr changes/works. He says "What do you expect me to do?" I try to explain again and while I am doing this, he opens the curtain and walks away as if very cross. I am VERY upset, I am in serious pain and have had very little sleep. After receiving some comfort from other patients on ward, I go to see nurse to explain. She says she will speak to sister. After some time, I enquire what is going to happen and am told Dr will review again. Waited a while longer and ask the nurse again she informs me the pk is to be doubled. Ask sister for news she tells me that for the time being they are going to see how pk works.The doctor returns he speaks to me from a VERY close distance considerably invading my personal...

Anything else?

space, touching my sleeve and knee as he speaks to me (witnesses available). In a patronising manner, he tells me he is sorry if he has upset me. I tell him that he has and that he has made a VERY good job of it. He eventually agrees that I should not go home unless pain is under control and that he will involve Gastro and possibly kidney departments. He also tells me that if I want to go to PALS he does not mind. I inform him that if I wish to go to PALS, he has no choice in the matter and that I am also obtaining a direct phone number for my MP. 12:55 Different (young) doctor visits and says that I should see gastro people as out patient - i.e. go home now, so I tell him again that pain is too bad etc. He obviously does not agree so with a sigh says he will speak to another dr. I am VERY distressed again and decline dinner despite already having not had most of breakfast. 13:30 no pain relief provided since AM no doctors. 13:50 The doctor arrives and says why am I upset which I tell him and he says we have agreed that I will not be pushed out until I am happy that pain is under control. I ask him how I am supposed to know which of the 2 docs is the most senior and has the final word. He says he will mark my notes. 'Young' doctor then comes to apologise and says scan will be arranged as will contact with other depts. Then there is a sudden whirlwind. I have a canular fitted, go for a CT scan, see pharmacist, see gastro person. Gastro person has seen slight problem with spine (have had this for many years) and decides to hang all current problems on this despite the fact that I have had no back pain at all for months. `8:50 go to meet husband in cafe. Receive text from person on ward who has been very supportive through day to say that they are being moved - can only assume this is for petty reasons since we have supported each other. I could go on but really cannot be bothered. In due course, this will be passed to PALS, my MP and MEP.

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Response from Kettering General Hospital

I was sorry to read of your recent experience of Kettering General Hospital.

I have raised your concerns regarding the timeliness of cleaning the bathroom areas with our Head of Facilities. To ensure the event you describe does not continue, we will be monitoring and inspecting these areas as a matter of priority, to ensure the correct cleaning procedures are being followed.

I am sorry to hear about your experience whilst on Clifford ward. I have highlighted your comments to the ward manager and he is extremely sorry that your experience of his ward was not to the standard you expected.

You have raised specific issues surrounding a Doctor relating to his care and treatment of you. I hope you can appreciate we would need to address these details in a more formal manner to provide you with a detailed response to the issues you have raised. Therefore, could I ask you contact our quality and patient safety facilitator Jo Bowers on 01536 491519 who you can talk to confidentially to establish the facts of your case and review these issues in detail.

Thank you for taking the time to highlight these issues to us on NHS choices.

Michael Woods, Associate Director of Operations – Medicine CMT

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