"Quite traumatic and one of the worst experiences..."

About: Wansbeck Hospital

What I liked

The actual Urology department and the Day surgery staff were fantastic. They communicated everything to me about what was currently happening, what was going to happen and would would happen after surgery. They checked in regurlaly to make sure that i was comfortable and on the way to theater the nurses transporting me kept reassuring me and just general chit-chat helped keep me relaxed. After surgery whilst i was waiting to come round from the aneasthetic the nurses in the recovery room were very much the same as the nurses in the day surgery unit, they kept me calm and were very polite which was impressive given the fact they seemed tired and very busy at the same time. I was then retaken to the day surgery unit to carry on recovery for a couple more hours before being discharged. It was there that a very severe pain started and i was given 3 different painkillers which were in-effective and despite that the nurse were still as they were before re-assuring me and helping me to relax and then the decision was made to move me to Ward 4 to stay the night and that is where the hell started.

What could be improved

I had a Frenuloplasty which is a "simple" procedure (apparently) and when i came out of the surgery the nurse looked at the notes and seen that a dressing had been put on according to the notes, Then she asked to check the dressing and see how it was, but there was nothing there except a mess of blood. There was not a dressing anywhere on myself, the bed, the gown or the floor.

After arriving in ward 4 things got a lot worse. Every single one of the nurses who came to see me and the other patients in the ward were very rude and ignorant they clearly did not care about anything other than there paychecks as they were very abusive towards myself and a few other patients in the ward. Several times i had pressed the buzzer to call for a nurse and i had to wait for almost an hour (which i undrstand the ward is busy) but when the nurse finally did come all they did was turn off the buzzer and when i asked them if they could get the painkillers i was due to take a couple of them walked off swearing and being verbally abusive toward me under their breath and even more disgustingly enough i wasn't the only one in the room being treated like that. One of the nurses had the actual nerve to turn to me and say "I can't be arsed, i couldn't care a less if you need them. I will get them when i get them." Then on the 3rd day (yes i was in there for 4 days not the 1 day i was suppsed to be for) i had not passed any urine at all, the painkillers where not working and yet a nurse came to me and said i could be discharged tomorrow morningas nothing was wrong because i had supposedly passed urine in the morning, which i hadn't, but someone had ticked and put a time and date to say that i had which made me very angry after all the verbal abusive and lack of care i recieved staff were still ticking boxes and making notes to say i was well looked after, when i wasn't.

Anything else?

It has been 6 weeks since the operation, i still cannot pass urine properly, there is constant bleeding and now erectile problems. No painkillers or steroid creams are working to help relieve pain or aid healing, I am constantly backwards and forwards with my GP to see what he can do but progress seems to be even more painfully so due to the disgraceful care some of the nurses showed to me and the other patients in the room.

It is really a shame to go from having nice caring nurse who treat you well make you feel welcome and calm to going to Ward 4 where they treat you like dirt and that is if you are lucky enough to even get any interaction from them otherwise they just ignore you even when you call for them on the buzzer.

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Response from Wansbeck Hospital

Thank you for your comments posted on this website concerning your care on Ward 4 at Wansbeck General Hospital.

The Trust was very sorry to hear about your experience and would like to offer you our sincere apologies. This is not what we expect our patients to experience. We would like you to write to the Trust personally detailing your concerns and we will conduct an investigation and write back to you personally.

Patient feedback is very important to us and we do take all concerns very seriously in order to monitor the services we provide. If you do decide to write the address is:

Northumbria Healthcare NHS Foundation Trust

Patient Services

Northumbria House

Unit 7/8 Silver Fox Way

Newcastle upon Tyne

NE27 0QJ

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Response from Annie Laverty, Director of Patient Experience, Northumbria Healthcare NHS Foundation Trust

picture of Annie Laverty


I thought it was important to get back in touch with you and to share my concern about the care you experienced whilst on ward 4.

I have to admit, I was really shocked to read that any of our nurses would respond to their patients in this way.

As a Trust we’d expect that all our patients will feel listened to and treated with honesty, respect and dignity at all times. We want our patients to have information to make choices, to feel confident and to feel in control and we’d also want them to know that our teams had done everything they can to relieve their pain.

I am very sorry that the experience you describe falls far below these fundamental standards of care.

We spend a lot of time listening to what patients have to tell us so that we can act swiftly to make changes if our care doesn’t meet their expectations or the quality standards we have set for ourselves as an organisation.

After reading your post, I have carefully reviewed all the feedback from ward 4 patients this year. Our patient experience team has interviewed 218 patients over 23 visits to the ward this year. I have to say the feedback has been very positive, which also makes your experience so hard to understand. 98.4% of patients felt they were treated with respect and dignity at all times. 98% of patients also felt that their pain was well managed. Relationships with both doctors and nurses on the ward were very strong – again rating scores of above 98%. The overall rating of care across all the things that we know really matter to patients was 95%. Ward 4 patients gave a score of above 9 out of 10 for the likelihoodof recommending the ward to friends and family.

Your experience has clearly been very different, and any story of this kind is of great concern to us.

We want to investigate the circumstances immediately and to act formally on what we find. We are unable to make any changes without learning more from you. Whilst respecting your desire for anonymity, I’d be very grateful if you would get in touch with me personally so that I can progress this? My number during working hours is 01670 529 927 and my secretary will put you through to me immediately should I be away from my desk when you call.

Thank- you once again for getting in touch.

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