"Poor management = undervalued staff"

About: The Royal Victoria Infirmary

What I liked

I am unfortunately a regular in the neurosurgery wards in the old General and now in RVI.

I have always sung the praises highly especially of ward 16, as they are really world class in how they deal with patients. My experience with the nurses this time in essence continued, but management fail them and my issues I highlight.

What could be improved

Ward 16 used to be a well staffed ward meaning the nurse got enough time with each patient and wasnt rushed about and ignoring some.

This time when in, due to what I hear is cuts, there are now less staff nurses, still seeing the same amount of patients, still dealing with the same problems, but less.

Now if this was a sensible decision - then I'd fully support it and say well done, but at the weekend just past (27-29th Jan) I was made suffer on one occasion I had to wait 45 minutes for an antisickness drug, despite buzzing 3 times, but no staff nurse available. I then waited one hour for ora-morph, because there wasnt one nurse available never mind the two that it requires to sign these off.

I was also looked after by a bank nurse whilst in hospital, a nurse who tried her best, but didnt know much about neurosurgery, didnt know why my anti sickness had to be through IV and not tablets.

Someone with a major neurosurgical disorder should not be forced to wait 45 mins on antisickness or ora-morph or drugs like these, just because of financial saving.

The staff are clearly demotivated but such ridiculous management decisions and what will that result in? Sickness, what will sickness result in? Agency staff, what will agency staff result in? Lack of knowledge & bigger funding requirements

whoever up on high made this sort of decision seriously needs to re-asses this ludicrous decision and now!

I am home today thankfully, so now I can get my ora-morph or anti sickness, when I need it and not when you provide enough staff to do it.

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Responses

Response from The Royal Victoria Infirmary

Firstly may we thank you for sharing your recent experience within Neurosurgery and acknowledge your very kind comments regarding your previous experience of the care within ward 16 Neurosurgery.

We are saddened to receive the account of your recent experience within ward 16 particularly with regard to your protracted wait for your anti sickness medication and pain medication. We wish to offer an unreserved apology for this and an assurance that this will be reviewed.

With regard to reduced staffing on Ward 16 we wish to assure you that there have been no staff reductions on this ward or any of the Neurosurgical wards. On occasion staff numbers can be lower than planned due to unexpected sickness absence which would account for a bank nurse being involved in your care but an experienced Neurosurgical nurse would be on duty on every shift to guide bank staff and junior colleagues.

Your feedback is very important to us to improve our service and we will be advising the Ward Sister of your experience, so that it may be highlighted to staff to ensure that this does not happen again. If you have any concerns on any future visits to the department, please do not hesitate to raise these with the ward sister at the time so she can address any problems straight away.

It is very difficult for us to investigate your concerns further without any further details. If you do wish for a more detailed explanation of the care provided, please contact Matron Paula Coulson or Mr Paul Anderson, Patient Relations Manager on 0191 233 6161.

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