"post surgery check"

About: The James Cook University Hospital / Trauma and orthopaedics

My nanna had a full knee replacement 10 days ago at the friarage ( wasn't discharged till 6 days post surgery, with the most friendly, approachable, relaxed feeling staff) to have to take her to ward 37 for a check up to infection to her knee.... This is where I am truly honest in the way I would not recommend ward 37 at jcuh at all... There was one hca on shift who was approachable and friendly, however the ward sister was not aprpachable, friendly or seemed to care. After waiting for over an hour for the on call doctor to come and review my nanna ( which is expected due to the being a weekend and the hospital to cover). When the doctor came they reviewed my nanna and obviously needed treatment the doctor seen us for around 20 - 25 mine in which they left the room to go and get a bigger bandage, this is where is took 3 hours + to return. The doctor had failed to pass any information to the nursing staff, esp the nurse in charge as when a porter came to the ward to take her to xray they had replied 'there's no one on this ward with that name' until they remembered about us being placed in the treatment room n basically left . After her xray we waited a further 2 -3 hours for them to return with the results even tho we had been told over 90 mons earlier that the doctor was on the ward and would be with us soon. I feel that there was a lack of communication and care especially delivered. We felt like basically put into a room and forgot about.

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Responses

Response from The James Cook University Hospital

Good afternoon

Thank you for leaving comments on the NHS Choices Website regarding your Nanna’s recent visit to Ward 37 at The James Cook University Hospital.

I am very sorry that you have cause to complain about the long wait for treatment, staff attitude, and communication issues your relative recently experienced on the Ward.

Please contact me on the number below to discuss taking these issues further through the Patient Advice and Liaison Service (PALS) or the formal complaints route, otherwise please be assured that Senior Managers for the relevant area will be briefed on your comments and the members of staff concerned will be made aware of the feedback received from you.

Thank you again for your comments, and please accept my apologies that the care and treatment afforded to your Nanna recently at the South Tees Hospitals NHS Foundation Trust did not meet with your expectations.

Kind regards

Margaret Robinson

IG and Patient Safety Advisor

Quality Assurance and Academic Directorate

Patient Advice and Liaison Service

The Murray Building

The James Cook University Hospital

Marton Road

Middlesbrough

TS4 3BW

Tel no: 01642 850850, x53725

Email: margaret.robinson@stees.nhs.uk