"I was admitted to Princess Anne's..."

About: Princess Anne Hospital

What I liked

I was admitted to Princess Anne's Bramshaw Unit from Oct 13-15 following a laparascopic hysterectomy. I was admitted to Ward 6 and the staff on my first night there were careful and attentive. On the night of Oct 14 (approx 9 pm), following the admission of another patient to the two bed ward whom I found threatening and abusive (not towards me but the nurses) , I asked whether I could be moved to another ward. I was then moved to ward 9.

What could be improved

My biggest concern was the cleanliness of the toilets. Quite a few patients, including me were going through the routine of urine measurement after the removal of catheters on Oct 15. Apart from the open containers of urine lying in the toilets, there was urine and blood left on toilet seats and the floors for the entire day. I brought this to the attention of one of the nurses but didn't see any changes in the cleanliness routine.

I was also unhappy with my treatment in ward 9. As soon as I arrived as the third occupant in this four bed ward on Oct 14, one nurse announced that a greater burden had been put on her. Another nurse was repeatedly rude to me. When she carried the flask of water by my bed away without addressing me, I said that I really needed the water to which she abruptly responded that she was just going to fetch me 'new' water and would obviously return. At around 2 am, I woke up with severe pain and needed painkillers. I could hear the presence of a nurse administering one of the other patients. Instead of pressing the buzzer, I softly said 'excuse me' to draw her attention. She snapped, "Be patient! I am with someone else." I then said to her that I would appreciate it if she didn't address me so rudely. I told her that I was in pain and needed painkillers and didn't appreciate being spoken to in that manner. I said this in a calm and polite manner and did not raise my voice. My complaint is not about the content of what was said but the manner in which I was addressed which was very disrespectful. I was discharged by the 'head' nurse of the ward in a curt and unfriendly manner on the evening of Oct 15. I came away from this experience with two thoughts: a) Why did the nurses behaviour change towards me so dramatically over the two nights? Was it because I was perceived as an incovenience since I had been uncomfortable in the first ward? b) Or was it because I had questioned the treatment I received from one of the nurses?

Anything else?

Patients are quite vulnerable after operations and should be able to expect basic decency and courtesy from medical staff.

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Responses

Response from Princess Anne Hospital

The care group manager and matron have read your feedback about your experience and are extremely concerned and disappointed. If you have not already done so, they would like to strongly urge you to get in contact with our Patient Advice and Liaison Service on pals@suht.swest.nhs.uk or 023 8079 8498, so that we can answer your questions in the proper way and learn from this.

We are sorry we are not able to get in touch with you directly as the NHS Choices website does not give us your contact details.

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