"Unpleasant, insincere and very..."

About: Stepping Hill Hospital

What I liked

The Nurse - she was a fantastic, caring, knowledgable lady who was is excellent nurse.

Going home!

What could be improved

Pain control - at no time was Trust procedure followed when assessing a patients pain level. I understand that there is a care plan written for each investigation undertaken. In my case this was a Hysterectomy. After 48 hours, you are removed from the PCA and given paracetamol and diclofenac. I was unfortunate enough to suffer complications after this time and, even after witnessing me in tears writhing in bed, was I offered anyother form of pain relief. Not every patient will be able to follow the care plan to the letter and basic nursing standards and trust policy states that adequate pain relief should be offered in order to maintain the patients pain score at 4 or below. I consistently scored 7 or above.

Clerk - on arrival to the Unit, awaiting a major operation in the next few hours, my Husband was blocked off, presented with a slip detailing contact number and visiting hours and told not to ring before 5 as I would not be back from Theatre. She was both rude and insincere with no consideration for the patient or relative. She should afford herself some Customer Service skills as soon as possible.

Ward Management - never before have I met a more rude nurse! She had no consideration for patient confidentitiality by talking across the ward during drug rounds and she quite readily turned her back on you stating that she was busy!

Staff in general need to remember that curtains are not doors and that when discussing issues that they may have in either their personal lives or with their colleagues, the patient behind the curtain can hear everything.

Night staff - did not think to check on a patient who at 02:30am had been missing from their bed area for over an hour. If they had have checked they would have found that patient curled up on the bathroom floor experiencing very painful abdominal cramps - not what you need 3 days post hysterectomy.

Anything else?

I have beeen home from Jasmine for 2 weeks. Since being discharged from the Unit my Discharge Summary remains uncompleted. This means that I am unable to get the HRT treatment the Consultant was so insistent on, the follow-up appointment with the Consultant in 5 weeks time will not have been made, neither will the "Urgent" out-patient appointment I require with the Urology Dept.

I have contacted the Unit to request the medication to be told that the discharge summary was in progress and that it would be on its way to the GP today - again that was over a week ago. This I find most disgusting as I actually work for the Trust and, when i checked the system, could quite clearly see that the discharge had not even been started let alone done! I had been blatantly lied to.

Despite the above, there are a few dedicated, caring nurses who work very hard on Jasmine - they will know who they are and to them, I would like to say Thank-you. I dread to think of the experience without your dignified care.AppointmentsFollow upHRTDedicatedUrologyDay treatmentConsultantsNursing staffCare plansHysterectomyNSAIDsParacetamolDignityOpening hoursPatient careVisiting timesConsiderateCustomer serviceRudeBathroom

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Response from Stepping Hill Hospital

Thank you for sharing the details of your experience with us. I am very concerned to learn of your experience and your on-going difficulties in obtaining the appropriate post discharge information and medications. I would like to discuss this with you further and therefore I would be grateful if you would contact a member of the Patient and Customer Services team to discuss this further on 0161 419 5678.

I look forward to hearing from you soon regarding the above.

Yours Sincerely,

Stacey Devine

Case Officer

Patient and Customer Services

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