"Very unpleasant"

About: Darent Valley Hospital

What I liked

Consultants operated 12 hours after my shoulder break and at midnight and "saved my arm".

Ambulance ladies were superb, efficient and caring

What could be improved

1. Compassion at A&E reception. Completely uncaring of the pain I was in and only the intervention of the ambulance personnel helped me get seen to after about 1 hour and get morphine etc.

2. Not being turned away by the hospital's "rapid response unit?" with the comment " I'm not taking him and I'll wheel him back to A&E myself" - which he did!

3. Breakfast and lunch being delivered and removed without me eating it. I could not reach or feed myself. No help offered.

4. Information that there was a push button bell to summon help and it being placed where it could have been reached

5. My urine waste bottle not being left next to grapes until my wife removed 7 hours later!

6. Generally unclean in the immediate vicinity

7.Waiting and occupying a bed from doctors discharge at 8am until 5pm when the papers were ready

8. As there was no care, any improvement at all would be welcome

9. Follow up treatment over the next 6 months visiting the consultant - reduce the two to three hour wait for a two minute (max) consultation. Get organised!

10. Reception next to ward. Suggest a course in how to be more courteous and dealing with people.

Anything else?

The important thing (operation) superb but all other treatment of a very low standard. This was my first time in hospital in my 65 years of life so should I have been so shocked?

A huge improvement could be made with no extra expenditure.

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Responses

Response from Darent Valley Hospital

I am very sorry indeed to hear about your poor experience when you attended the hospital in November 2010. The Matrons for the Emergency Department and Orthopaedic Department will ensure staff are aware of your comments so they can avoid such behaviour in future. I would want to know which ward or department you were in, so I can feedback to those specific staff also, as the experience you describe clearly falls below any acceptable standard. Unfortunately you have not left your personal details so I can contact you? If you would like me to investigate further, please do contact me.

You may also be interested in our 'Patient Service Standards' booklet which is given to all staff, and demonstrates our commitment to polite and courteous service. I can supply you with a copy if you would like.

Jenny Kay

Director of Nursing

01322 4286578

jenny.kay@dvh.nhs.uk

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