"Long wait with no reassurance. Made..."

About: Lister Hospital

What I liked

The anaesthetic team and support workers stood out as being most helpful during my 24 hour stay. The doctors were nice too and took the time to explain the operation I was having and didn't make me feel rushed. I felt treated like a person rather than a statistic by them which was unexpected. I was a bit scared being put to sleep as not gone through the procedure before, but both anaesthetists were chatty, calming and friendly. Some of the nurses were lovely and helpful too.

What could be improved

The waiting time was appalling. I was advised to come in at 8am. I arrived at 7.45am. I eventually got a bed at 5pm. As I was advised to stop eating the night before I ended up sitting there for 9 hours with no food and one small cup of water. I can appreciate the system prioritises people based on their injuries. I can appreciate unforeseen circumstances lead to bed shortages. What I do not appreciate is that despite the fact I was the last person waiting. everyone else was seen before me, not one person came and apologised. I had to chase up the situation twice, and when I did, I got no apology. Even one of the porters popped their head around and said they were surprised I was still waiting. The nursing team did not bother once. I was so angry. Eventually I got an apology for the wait off one of the doctors (at 4pm after asking for a third time), who also said sorry again in the morning. My paper work was also lost twice which did nothing to give me confidence in a procedure I was worried about already. When I woke up I had two nurses bickering with each other next to my bed about how one of them acted. I had to ask them to stop! One nurse was asking me some questions before I went in to theatre whilst blowing bubbles through chewing gum which I didn't think was very polite either.

Anything else?

All in all most staff were brilliant. I've never had problems with Lister staff, but I've only used the A&E dept before. This time round was still pleasant once the wait was over, but much could have been improved on. The nursing team could have spent less time leaning against their reception desk, chatting about Facebook and popping in and out of the kitchen to make tea, and more time telling patients like myself that they were still on a hunt for a bed and an apology every now and again. I have never worked in a place where people get to sit around and chat when they're not busy, there is ALWAYS something to do at work. I don't see why a hospital should be any different. Just because a patient is in a waiting room doesn't mean they're not a patient!

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Response from Lister Hospital

With regard to your last comments, we agree with you fully and would really like to investigate further what happened - if only to make sure that you have a full and thorough explanation, as well as an official apology on behalf of the Trust. It's also important for us to follow up the issues relating to the nursing staff - sometimes it can be harder for them to see how their actions are perceived by patients. Would you be willing to contact us - just drop an e-mail to generalenquiries.enh-tr@nhs.net - so that we could take further all the important matters you've raised?

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