"In-Patient Experience (post surgery) Was Not Good"

About: The Whittington Hospital / General surgery

Firstly to say the Surgical team were superb. 1st Class. So grateful. However post surgery I experienced multiple issues - even errors - by nursing staff which are troubling including: 1)Removal of 2nd cannula too early, so when phlebitis started in 1st one, the nurse pushed through medication which was pure agony for 45 minutes - they were being kind in taking their time, letting me have breaks to cope with pain, but at first consultation post surgery, consultant revealed this should not have been done - the med was clearly going into surrounding tissue, rather than vein, and a new cannula ought to have been put in. 2) Not being given diabetic med with my first 'meal' post surgery (this is being investigated via PALS); 3) Nurse not telling me to use a pillow against wounds each time I got out of bed which would have helped pain and strain - only told next day; 4) Being given milk after surgery when diet sheet provided with prior to surgery said I should have clear liquids first (being investigated); 5) Staff recorded I need lactose-free milk prior to surgery, but offered standard milk post surgery (stomach surgery so it was significant); 6) Staff had no time to find my spectacles for some 6 hours post surgery which was terribly distressing as I cant see anything without them; 7) Being discharged without telling me that my steri strips needed to be regularly changed - so when I turned up at first appointment post surgery, consultant was shocked to see that one wound was very inflamed, and causing much pain. (I was sent home with extra dressings which I changed regularly, but I was not told that steri strips also had to be changed, and was not provided with them). All these issues involved nursing, so I would be very anxious to be an in-patient again. All other staff - physio/pharmacy/doctors and main surgical team were wonderful. There is a huge mismatch here. I am terribly grateful to the Surgical Team. Some nurses were good and kind but too many errors by far. Finally to clarify: I only complained via PALS re some issues as at that point I was not made aware of all the mistakes or issues. I was made aware of 2 - regarding the steri strips and the 'forcing' through of med via cannula despite agony - on my first appointment after surgery, when consultant clarified things.

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Responses

Response from The Whittington Hospital

Thank you for taking the time to raise your concerns with us about your experience. We're very sorry hear about some of these issues that haven't yet been raised with out PALS team. We would certainly like to look into these further so please speak to our PALS team about including these elements in their review of your concerns.

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