"Frightening incompetence by lovely, kind people."

About: William Harvey Hospital

What I liked

All of the staff were friendly and sociable.....but I wasn't there for friendship.....just effective treatment

Good menu choices and food well prepared and tasty

Kings C2 staff excellent and gave confidence. Would go there again !!!!!!!

Weekly parking ticket is a good deal. Car park staff helpful

I liked pretty much everything except the treatment !!!

What could be improved

Oops...where do I start? I am not a negative or fussy person. Nobody volunteers to be admitted to a hospital after a 4' fall on to a replaced hip.....but....

Taken by ambulance to A and E. Seen promptly and discharged after 2 hours. Had xray which I was told didn't show anything broken. I was in great pain, couldn't stand and felt something was badly wrong. Was reassured that the pain was a result of bruising and would get better. Was told OK to leave and when I asked how, since I couldn't walk etc, a commode was brought to me and I was wheeled by a friend to her car. Terrific pain in getting into car. Traumatic getting me upstairs at home to my bed.

Three days later...pain is now ridiculous so my Doctor visited me and was stunned that I wasn't in hospital. He used our phone and rang for an ambulance to take me straight back to A and E at Wm Harvey. He then said he would return to his surgery and email/contact the admissions team to inform them that I would soon be with them. If only!!!!!!! 3 hours later and emergency ambulance arrived. Lovely crew. First thing I was told, 'Sorry we are so late...I put the wrong post code in the sat nav and came here on a 36 mile route (should be 10 miles) Eventually loaded in to ambulance and driver asks me to give him directions to Wm Harvey because he didn't know the area !!!!

On arrival at A and E the same team were there who had discharged me on Saturday. Dr came straight to me and said that he was very sorry but had not read the xray correctly and should have spotted the 3 breaks in pelvis and damage to pelvis surrounding the ceramic dome of my recently replaced hip joint.. Admitted that discharge on Saturday had been entirely inappropriate but were busy at that time.

Anything else?

Good that A and E staff universally acknowledged incorrect identification of injury despite 'obvious x ray and pain' evidence. No sense that there would be a team hug and cover up. Thank you for that

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Responses

Response from William Harvey Hospital

Thank you for taking the time to let us know what you thought went right and also what we could have done better when you were in our care.

I would like to hear more about the concerns as on the occasions when we don’t meet our normally high standards we try to learn from experiences so that we can improve the care for our future patients.

If you would like to talk to us regarding your concerns you can do so by contacting our Patient Experience Team either by telephone 01227 783145 or via email at patientexperience@ekht.nhs.uk who will be happy to help you.

Many thanks

Patient Experience Manager

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