"Treatment Luck of the draw"

About: West Midlands Ambulance Service NHS Foundation Trust Worcestershire Royal Hospital / General medicine

(as the patient),

Having read through some of the patients experiences I feel a lot depends on where you end up in this place. Some wards appear to be good but as yet I haven't had the good fortune to be placed on one of these but feel they must exist. I was taken in by ambulance last week and I can't praise the ambulance crew enough they were excellent.

Then onto a trolley given pain relief, nurses here very good too, but I think nothing prepares you for what is to follow. I saw lots of nurses, lots of other people all rushing around, very noisy, but it seemed to me they were not dealing with patients. I spent the night there between two patients who were both shouting for most of the night, at about 2 a.m. I heard nurses outside making so much noise laughing and shrieking, banging and bumping, man in next bed had disconnected pipe from his arm looked like a blood bath, nurse came I heard them say “oh you are in a mess looks like you have messed too", then I saw them go away but did not return. About 5 minutes later another nurse came, had a look and also went away. Third nurse came, saw and set to clean him and his bed. When I asked why her uniform was different I was told she was an agency nurse. I was moved to another ward which was much quieter, I asked for another pillow as I need to be propped up they had neither a spare pillow or an extra blanket, I have heard two pillows per bed is the rule apparently.

I think the food does leave a lot to be desired but when you are hungry it seems OK.

I was told I could go home at about 12. 15 and was taken to the "Discharge Lounge" checked the time when I arrived there as I have had prior experience of waiting for medication from the pharmacy, it was 12.57. The man I sat next to had been there since 9.30 that morning , I hoped I wouldn't have that long to wait, they put all your details up on the board but not your time of arrival and there is no clock, I finally left at 4.20 just over three hours. I think when I was discharged I still didn't feel too good as a whole and having to sit there for hours is I felt was appalling.

I hope I never have to go there again but given the state of my health I probably will.

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Response from Regional Head of Patient Experience, West Midlands Ambulance Service

Thank you for taking the time to provide feedback on your experience with the ambulance service. We welcome the opportunity to speak to patients on their experiences. If you would like to speak to a member of the Patient Experience please contact telephone number 01384 246366 or email pals@wmas.nhs.uk

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Response from Head of Communications, Worcestershire Acute Hospitals NHS Trust

I am sorry to hear about your experience when you were a patient at Worcestershire Royal Hospital. Ann Carey, Head of Nursing, would be happy to talk to you, to enable us to learn from your experiences and ensure that we can improve the experience for other patients. If you would like to get in touch please call 07587632406.