"Not good."

About: Southend Hospital

What could be improved

My mother was admitted for surgery between 20-21st July. During the times I visted I didnt see anyone decontaminate or wash thier hands. This included doctors, nurses and HCA's who attended to all the patients in the bay. Sadly i witnessed a student nurse undertake 6 different patients bedside checks, handling their belongings and touching them and she also didnt wash or decontaminate her hands (perhaps following the example she was being shown!). I wondered why each bed had alcohol gel at the end of it when it never seemed to be used. Doctors were sitting on the beds despite signs saying visitors couldnt do this to prevent the spread of infection - surely doctors are more likely to spread infection, particularly in light of their poor adherence to handwashing! My mother was greeted with the wrong name on two seperate occassions before being addressed by someone with the sarcastic tone of "and you are?". Perhaps better communication of people being admitted is required. In general my mother felt like she was being a nuisance to the nurses becasue of the way they responded to her which resulted in her pain being poorly managed and her being desperate to go home despite a pain score of 9/10. Apparently a recent cleaning audit had been failed on the ward, this meant the cleaners were repeatedly cleaning everything whilst moaning about the failed audit. It was no wonder they failed as instead of concentrating on the task in hand they were chatting and not paying attention which resulted in my mothers drink being spilt - which happened twice as two cleaners came and cleaned the same place one after the other! The doctors were fairly pleasant but mostly the HCA's were not friendly, apart from when we were leaving!!! Hopefully we shall never have to return.

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Responses

Response from Southend Hospital

Thank you for your feedback. We are sorry that your mother's experiences were so poor. If you would like to raise a formal complaint then please contact our PALS team who will be happy to advise how to go about this.

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