"First week great, second visit disappointing."

About: St George's Hospital (Tooting) (London)

What I liked

When my treatment plan was decided, it was organised quickly and efficiently. Food was OK. Excellent surgery.

What could be improved

Co-ordination between Doctors and other staff who came across as being task rather than patient focussed. When the Surgeon said I could go home the day after surgery, they discharged me to the day room in the morning, where I had to eat and take medication. My dressings were changed in a store room where dusty boxes were being moved....

My drip IV line became disconnected, covering me and the bed in my blood. Despite the drip alarm sounding for 15 mins, and me pressing "Nurse call button" for same period, was left by night staff to use my initiative by raising my arm above my head to restrict blood loss until help finally arrived. When removing my venflon, the night nurse did not wear gloves, and when she pulled it out, again suffered significant blood loss, which she controlled by placing her (ungloved) thumb over my wound. Perhaps she should have anticipated this, and protected both her and me by wearing gloves. Extremely disturbing.

Anything else?

I was an in-patient the week preceeding my surgey, had I written a review based on my experience then, it would have been more positive. My second in-patient stay was muich less satisfactory

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Response from St George's Hospital (Tooting)

Thank you very much for taking the time to comment on your experience in the neurosurgery speciality at St George’s Hospital. We are pleased that you report some positive elements to your experience however; we were concerned to learn that your experience was not altogether a positive one. This is not the level of service and care that staff seek to provide to patients and your comments will be passed onto the management teams. If you would like to receive a personal response to your concerns then please do not hesitate to contact our Patient Advice and Liaison Service (PALS): pals@stgeorges.nhs.uk or the complaints and improvements department: complaints.compliments@stgeorges.nhs.uk.

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