"I will never return to QA hospital as a patient..."

About: Queen Alexandra Hospital

What I liked

My afternoon experience as a patient at Queen Alexandra Hospital – Day Surgical Unit. Where do I start? (1) The surgeon was over 2 hours late for my operation, no apology was received. (2) A ward nurse lost my medical records. (3) The recovery nurse misunderstood the type of medication I had in surgery and left me unattended for 10 minutes as she was caring for 2 patients (which she informed me that she should only be caring for one, but she also has to supervise a student nurse caring for another patient). (4) The discharge nurse was not advised that I was ready to go home. (5) The community nursing team unaware they had to visit me at home. (6) I was not advised that I needed a community nurse to visit me at home. (7) I was told not to shower by a medical secretary and wait at home for the community nurse to assess my post-op wound. (8) When I asked what time the nurse would arrive, I was advised anytime between 08:00 – 22:00. (9) Ward staff forgot to give me wound dressings to take home. The service at QA hospital fell below satisfactory. I have decided to go private from now on.

What could be improved

I have provided a short, simple response to my concerns listed above. (1) Staff to arrive to work on time. (2) Keep medical notes in the patient files and not scattered over the nursing station. (3) Detailed handover to staff and ensure correct ratio in recover room and not leave student nurses unattended to care for acutely ill patients. (4) Communication is key – advice the discharge nurse patients are ready for discharge. (5) Tell patient they are received community nursing and provide phone number and contact details. (6) Tell the patient they are having community nursing visits. (7) ensure correct information (such as post-op care) is provided to the patient which is personal to the patient, not generic forms. (8) Ensure the patient is aware what time or period a community nurse will visit, (ie between 8am-11am, 11-2pm, 2-5, 5-8 8-10 etc). (9) Give patient correct post-op equipment prior to discharge.

Anything else?

I have decided to go private from now on.

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Responses

Response from Queen Alexandra Hospital

I was very sorry to read of your poor experience. We would value an opportunity to discuss your concerns with you. If you would like to please contact our PALS service to arrange this:

Telephone us on: Freephone 0800 917 6039

Email us on: PALS@porthosp.nhs.uk

Write to us at:

Freepost RSGB-CJUS-YAXK

Portsmouth Hospitals NHS Trust

Patient Liasion and Advice Service

Health Information Office

Queen Alexandra Hospital

Southwick Hill Road

Cosham, Portsmouth

PO6 3LY

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