"patient care and extremely rude, uncaring and bad..."

About: Chase Farm Hospital

Anything else?

i'm writing this as a relative of mine is currently in this hospital. icu and hdu are just fantastic. the nurses and physios are just superb in EVERY area. then you get moved to a general ward.... where shall i start? when i visit the nurses all look the other way. if i ask for something for my relative they pretend they are busy. my relative is very poorly and asked the Sister for their drink - their reply? "can't you get it yourself?" they said to me "if i bloody well could i would" but it was that far out of reach that they couldn't move themselves. for an hour and a half my relative kept pressing the buzzer and 3 times a nurse came in and said they were busy. another nurse, when my relative buzzed sarcastically told them "how am i suppose to get to you climb over this stuff?" - stuff i might add that the nurses had left there and i'm still annoyed that they were spoken to like this! one of the sisters who was rude, when i was there, decided that my relative should have a pill put in their mouth when they are quite capable of doing that themselves and they said to me "she's putting on a different front now you're here". i refer to my relative in the 3rd person as they are still having care and they don't want to "rock the boat" as they feel it will be taken out on them. i have never met such a bunch of nhs nursing staff that are so far removed from the term nursing that i want to scream! if this is how the sister who is the head of her department treats patients then what sort of message does this send out to their staff? They have been rude to several relatives of mine when they have asked them a question. curt and short and "can't discuss that" attitude when my ill relative has told everyone to tell us what is going on. my relative needed some personal attention and i had to do it which whilst i don't mind doing it i can't believe that a nurse hadn't noticed and had done this particular thing as part of a daily routine. there are actually 2 nurses on staff that say hello to me every day. the rest of them, well, words fail me! i think the sister of this ward needs to go on some sort of course. i can't even say i'm sure they do their job properly as from what i've seen and heard it seems like they're so far removed from the sort of Sister you would expect to run a ward that its beyond a joke! i don't feel that ANY of the nursing staff have read my relatives notes and whilst i don't expect them to get special care because of it i DO EXPECT them to be treated with a touch of human decency. I write this note in the 3rd person but when my relative eventually leaves i WILL be contacting the department that deals with these issues and naming staff.

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Response from Chase Farm Hospital

As an organisation we are committed from learning from specific issues and from any mistakes we have made. Hearing about where we can do better helps us to pinpoint where exactly to make improvements to the service we provide.

As a Trust we apologise for the experiences that you have communicated and request that you contact the Trust on bcfpals@nhs.net to provide your details so that this can be directed to the Matron of the ward area for their attention to rectify.

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