"One disaster after another."

About: Queen Elizabeth The Queen Mother Hospital

What I liked

A few nurses and doctors have showed concern with a sympathetic approach.

What could be improved

I have been with my daughter for 7 days via A and CDU and now Deal Ward.

1.lack of basic polite welcome- Im whoever and Im a nurse- would be a start.

2.being left with a daughter in agony 3 times in the waiting area of A and E.

3. being told that notes etc had been referred and then be shouted out by a Dr who says youre in the wrong place- despite being told the day before that it was the place to go.

4.being placed in to a ward and wait for 6 days for a diagnosis.

5. being left with nocontact from medical team for 24 hrs because my daughter was 'lost'.

6. being a ward with demented women with serious medical conditions- my daughter is breast feeding a 16 week old baby.

7. being told that the pain after 3 days was ' post natal depression' -she has an infected gall bladder blocked with stones and liver problmes as a result.

8. being a ward closed today with norvo virus- no baby allowed

Anything else?

9. we had to beg a space outside of the ward so my daughter could feed her baby- this is no longer an option.

I worked for 17 yrs in the NHS and I have despaired this week- nurses playing with phones and texting in A and E- not one person said who they were. I witnessed one old lady who begged for a bed pan wet herself- as my daughter waited for a transfer another old lady asked and asked -wet hereslf. Wheres the dignity ? Where the basic empathy skills? This was not a particulary busy evening- one nurse even said that to me.

On the ward there have been 3 staff for 28 patients- how can this be right?

i will writing to the local MP as Im so angry, disillusioned and frankly appalled.

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Responses

Response from Julie Pearce, Chief Nurse + Director of Quality + Operations, East Kent Hospitals University NHS Foundation Trust

I am very sorry to hear about your experience and would be pleased to arrange for you to meet with staff so that they can listen to your concerns.

I think you may have misunderstood the handheld devices that nurses on all wards use to document care. If you would like me to arrange a meeting, please contact me by email on Julie.pearce1@ NHS.net. Thank you for taking the time to provide feedback. I hope your daughter is recovering well.

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Response from Queen Elizabeth The Queen Mother Hospital

We are so sorry that you found your experience so upsetting. If you would like us to look into the problems you have experienced further then, if you have not already done so, please contact the patient experience team via their email address ekh-tr.patientexperienceteam@nhs.net and they will be able to advise you regarding the process for raising concerns and complaints. In the meantime your comments have been recorded onto our database and will be reported to the leads for the areas that you have mentioned.