Brilliant doctor – patient care ruined by nurse attitudes and lack of bedside manner

After 3 wks of abdo pain I was instructed by my GP, that if my complaint worsened to go to A&E. 2 wks after that it did, so as instructed I went where I managed to tell the triage nurse “abdo pain & diarrhoea” (perhaps I should have said change in bowel habits). Immediately she threw her head in her hands and seemed to be berating me for going there, “we don’t want you here, we don’t like diarrhoea, this is ridiculous etc”. My GP had told me to do this so I didn’t appreciate this apparent level of unprofessionalism when I was worried about my condition anyway.

I was immediately whisked into a barrier room, with no explanation as to what was happening and no chance to ask if someone could tell my dad who came with me where I was. I had to text him. Nobody asked if I came with anyone. I texted dad to knock on the A&E door where the staff then told him I wasn’t in A & E and that I should be in the waiting room.

Unsurprisingly they seemed to forget about me. They had parked a cleaning trolley in front of the door with no window that had to stay shut. It felt like I was literally put in that room and forgotten about. When dad finally found me, I was so upset and overwhelmed I burst into tears and when he asked the nurse what was happening, she said in what I found an impatient and abrupt way “I did tell you it would be a 2-3 hour wait for a consultant”. Which she definitely did not and if I was that contagious like they must have thought, 2-3 hours seems a ridiculous time to keep me in isolation with my dad being allowed to come and go as he liked. He had to remove his coat but was allowed to bring it into the barrier room with me – is this ‘containment’?

I wasn’t even allowed to the toilet. I had a commode wheeled in, with no toilet paper and had to hold the doors shut while I was using it because the various nurses didn’t knock when coming in. How many nurses were working on my case I don’t kow because there were so many faces peeking in the door I felt like a circus show.

Nurses snapped at me and I felt like an inconvenience to them. One nurse was very rough when removing the cannula from my hand I couldn’t wait to get out of there to be honest even though my case is ongoing.

The doctor was fabulous, can’t fault her one bit. The nurses I met however need to sort their attitudes to patients out. I was worried and upset anyway, fine put your gown and gloves on but you won’t catch anything from talking to me. I won’t bite. I felt like an experiment to be honest. The doc was brilliant but the nurses did nothing to attempt to explain what was happening despite me being on the verge of tears from frustration.

Bedside manner was lacking among the nurses I met. I appreciate they work long hours in a stressful environment but if they can’t hack it they shouldn’t be in A&E. You can know everything about procedures and infection control but if you make patients feel rubbish in the meantime, you are not a good practitioner.


Shocked by my brother’s care before he died

My brother was seriously ill for over three months before being diagnosed with lymphoma.

His body was covered in weeping ulcerations that were particularly deep around his groin area. He was virtually unable to walk and bedridden most of the time.

On one particular visit to Ward 23 I was shocked to find his commode had been removed several days earlier and he was required to use the wards communal toilet. This exposed his wounds to any infection. He was told someone else needed the use of the commode more than himself.

I also found that he had resorted to dressing his own wounds himself because some of the nurses seemed incapable of administering treatment to his ulcers for the correct amount of time, resulting in frequent burning to his ulcers. It was later discovered they were using the wrong type of treatments anyway.

He had also taken to showering himself to keep his wounds dry and the water at the right temperature as some nurses seemed incapable of either. After finally receiving the correct diagnoses he began chemotherapy two weeks ago on a different ward where the nurses were outstanding and a credit to their profession.

However, after initially responding well to the first treatment he contracted MRSA in his lungs. I spent this weekend watching him die a horrible slow death, all thanks to an unclean hospital.



I was admitted, by ambulance, last week after a fall. I had already been taken to hospital earlier that day and discharged within two hours. This time a decision was taken to keep me in. Please bear in mind I have suffered complete weakness of my legs and cannot stand unaided at all. Over the three days I was in hospital I was seen by a doctor twice and no explanation was given as to any tests or treatment. When the nurses had to try and move me they asked me to push with my legs, to which I said I couldn’t, and the response “well why not.” Isn’t that why I am in hospital to find out? I have no appetite for food and barely ate more than a couple of fork fulls in all my time in the hospital. The night before I was discharged I fell out of bed and was very badly bruised all over my body, and very painful ribs. After waiting for six hours for a prescription of antibiotics and still unable to move or get out of bed I was discharged, with no diagnosis, other than a urine infection, in to the care of my husband, with a commode and a Zimmer frame. My husband is a 65 year old man with severe arthritis in his back. The night I got home it took my husband, son and daughter in law 45 minutes to get me in to bed, and I have been there ever since. My husband is unable to move me on his own. I have still only been an,e to eat a few mouthfuls of food in four days. Everyone we speak to cannot believe I was discharged in this condition and without a care package. Our GP is doing what they can but their hands are tied by ridiculous NHS procedures. Avoid this hospital if you can.


Care of elderly

Visiting my mother who was admitted into Nutfield Ward today, I found that staff the were very sharp when talking to the bedridden patients suffering with varying degrees of Dementia.

I asked one of the staff for a clean drinking tumbler and showed her that my mum’s one was encrusted with food, I was given a clean tumbler, I mentioned that the staff seemed very stressed and she promptly handed me a urine sample pot as well. This staff member’s knowledge of English seemed very limited.

I was told by the staff that my mum could use the toilet and for her to use the walking frame, my husband and I had to lift her off the bed, she had to stop several times as she could not breathe, it was not an acceptable situation. In the emergency unit they supplied a commode. Another visitor appeared to have a grievance regarding the care given to his mother by staff, a heated discussion with a member of staff took place on the ward in front of everyone, surely this should have been dealt with in a private area.

The poor patients are left to stare at the ceiling, there is nothing to stimulate them at all, there was a TV in the room but not switched on. I feel very uneasy leaving my mum there.


Lack of respect for patients basic functions

I would like to complain about a situation that occurred at A&E, East Surrey Hospital in July 2012.

My mother (in her eighties), was taken to A&E at East Surrey Hospital in the middle of the day. Everyone was very efficient and kind during pre-assessment. When we were taken in to the main A&E dept she was put in to a cubicle and given a pain killer.

Having taken a diuretic tablet first thing that morning my mother was by this time in need of going to the toilet, so we asked the nurse who appeared to be responsible for her. The nurse asked if she was able to walk to the toilet. As my mum was suffering from headache, severe giddiness and weakness and usually walks with a stick or a walker, we decided that it would be much safer for her to have a commode.

The nurse went off. About 15 minutes later the nurse had not come back so I found them and asked again for a commode as my mum was getting concerned. The nurse was very cold and did not interact with me.

Meanwhile the doctor came to examine her but was unable to do so because of her need to go to the toilet, so he said he would come back. I again asked the nurse for a commode. Eventually after about half an hour to 3/4 of an hour of first asking, a commode was brought and just left. The nurse did not communicate with us at all.

The doctor asked why I was waiting and I told him that I was unable to get my mum off the trolley and on to the commode myself. I think the doctor went to the reception desk as another nurse came to help me get mum on to the commode. By this time my mother was in a lot of pain from the pressure in her bladder so this nurse tried a bedpan but mum was in so much pain she could not stay on it.

By this time mum had got into quite a state and had been desperate to hold her bladder so that she did not wet herself. So the nurse and I managed to get her on to the commode. However, she was in so much pain from her extended bladder that she was unable to pass water and sat on the commode for 15 to 20 minutes. She passed a very small amount of water but this in no way alleviated the pain.

By now the doctor had come back to try to examine her again and he asked the nurse responsible to catheterise her. He also tried to give her more pain killers, when I told him that she had already been given pain killers he consulted the notes and found that this had not be written up.

We waited, the doctor came back again and asked the nurse a second time. We waited, the doctor came back again and I told him that my mother was in great pain and that we would not have been in this situation if a commode had been brought over an hour ago. As my mother still had not been catheterised and he was unable to examine her, he went off to the reception desk, came back and said there was nothing he could do. He went off.

The next time I saw the nurse responsible for my mum they were with another doctor. I asked how much longer we would need to wait for the catheter. They were very cold and at first did not answer me, and said they did not know and we would have to wait.

By this time I was becoming very frustrated and upset and went to the reception desk to complain. Two very kind nurses from the desk then took charge. They organised the nurse responsible and the two of them to the get mum off the commode and back on to the trolley. The nurse responsible then went away again whilst one of the other nurses catheterised my mother and made me a cup of tea all very quickly kindly and efficiently.

Eventually mum was examined and taken for a CT scan just before 4pm and then admitted to the Acute Medical Unit.

I think the level of basic care for this elderly lady was unacceptable, her wanting to pass water escalated in to a very stressful situation which resulted in her having to be catheterised and the doctor wasting at least a couple of hours waiting to examine her.

I await your investigation and explanation as to what will be put in place to stop this humiliation and lack of respect for patients basic functions happening in the future.


I felt neglected whilst on the ward

I was taken into A & E with concussion. They were good there but in the ward I thought the attitude was bad. I needed the toilet, and was told it was in the corridor, I said I could not stand up or even put pressure on my feet, I was told I could. My alarm was hooked over my trolley table and every time the nurse came to me to do tests she pushed it out of the way, I could not send for help. There was a dirty glass half full of water on that trolley, it was out of reach. I was not offered one hot drink or any clean water from ten at night until the day shift came on, they were good, washed me, gave me a hot drink, asked if I wanted breakfast.

I asked for home situation to be taken into account before discharge because my husband has serious mobility problems, and difficulty using his hands. It felt like nobody took any notice of what I said, I was discharged into the care of a man who was awaiting spinal surgery.

MY GP is a caring and competent doctor, she was shocked I had not had a brain scan, so arranged one, it turned out I had a mini stroke, yet a nurse had told me I could walk, and deal with my own toilet needs. I never saw the person in charge of the ward.

To put it bluntly, when I insisted on a commode when I had finished she said “get back into bed then” I could not move myself. She manhandled me, and I told her my bum should be wiped first. She gave me two little bits of tissue, I had to do it myself, she did not clean my hands till I told her they were stained with you know what, and could cause hospital infection.

It was fifteen months before I was well enough to report it, it turns out the time limit to report it locally is twelve months. I couldn’t, I was not well enough.

My husband has needed occasional hospital care including surgery for over 40 years. In my opinion some wards are very good, some are a disgrace.

Rose York

Disgusting care on ward 29.

What didn’t happen? Staff refused to cannulate me when I was severely dehydrated and vomiting. They told me to leave a bowl of vomit at the side of my bed even though I have a phobia of vomit and they left it there for 2 hours until I begged them to take it away.

I had really bad diarrhoea, I was sat on the toilet with a trapped nerve so I couldn’t possibly stand up to clean myself, I buzzed for the nurse 5 times and it took them 30 minutes to come even though I could hear them laughing and joking in the corridor.

When the nurse finally did come, she was extremely rough, yanked me up, lightly wiped my bum once, pulled my underwear up and wheeled me back to my bed and sat me in my own filth even though I told her I wasn’t clean, when I got the feeling back in my leg I had to clean myself up.

It’s a little embarrassing for a young woman to be sitting in her own poo. A nurse was heard mocking a patient that was in pain and they told everyone in our room that all that was wrong with us was that we was constipated, even though we were all going to the toilet.

A lot of the doctors I met seemed cocky and talked to me like I knew nothing and the worst of all, an elderly lady was on the commode and she buzzed when she had finished and they left her for 45 minutes. They made the excuse that the buzzer wasn’t working but that was rubbish because I heard the buzzer and the red light was on too. They were in the staff room having a cuppa and a laugh.

I felt treated like dirt and it needs to be stopped. I shall be contacting PALS to get this matter sorted, and if it isn’t I shall go further. We deserve respect.


Poor practice, and service

Over the last 3 months Myself and My daughter, have had to go to Heartlands.

My experience is quicker so I will explain that 1st. Having always been a fit and healthy person, I had episodes of high blood pressure, cholesterol, and discomfort in my chest when walking up inclines. After numerous Dr’s visits I was sent to Heartlands for tests. My family has a history of heart attack and stroke, both mother and father. I attended a clinic appointment with cardiology. I was told a further appointment would be made 4 to 5 weeks time for a scan and running machine. 2 to 3 weeks after this 1st appointment I had not received a further appointment so I phoned, no appointment made I was told to phone back, I phoned back 3 times over the following week. You do need to tell you employers of hospital dates! I eventually got through to reception in cardiology, to be told my paperwork had arrived that morning. 3 weeks and 1 day to go from Clinic to Cardiology in the same building. I was then given an appointment for 5 weeks later. Making my waiting time 8 weeks.

Back in June my daughter suffered what appeared to be a stroke, remember family history from my experience! The initial care was good. All the tests done, scans, Doctors, stroke team. My daughter went on to the stroke ward.

After I think it was 4 days nothing could be found, so she was sent home. My daughter has previously had a heart operation, and asked if the 2 were connected. She was told no.

A few weeks later my daughter was ill again, back to Heartlands, back on the stroke ward. On the 2nd night, at about 1am in the morning, my daughter felt unwell, and need the toilet. A commode, and sick bowl were brought to her and the curtains pulled round! No one came back to her until 6am the next morning. She could have been dead, no one would have known. Also nothing was put on her paper work, no stats, or sickness. The nurse and Dr did come and apologise. A couple of days later my daughter was once again sent home, not knowing what was wrong, but still classed as having 2 / 3 stroke ( she may have had another stroke or arythmea, in the night sorry I do not know how to spell it). They planned to fit a heart pack for 7 days, why it couldn’t be done then and sent home with it is beyond me.

Last week end she was bad again. The ambulance people in A & E, especially 1 lady were great ( we have always got there ourselves, but the ambulance crew were in the corridor) We were immediately got in to a cubicle. In the nearly 4 hrs that we waited, my daughter had a scan and stats done 3 times I think. No Dr or stroke team member came to see her.

We were moved to ward 20, because of the 4 hr rule. The nurses here did all they could, checked her in and did her stats again, Bloods done! No but it had been put on her paperwork that they had been. The 2 to 3 hrs wait for blood results could have come and gone in our 4hr wait on A & E. Somebody lied on my daughters paperwork! My daughter came home with a heart pack, which incidently had to be changed the next day because it had a damaged wire. They are now checking to see if all the incidents are to do with her heart! Just what she had asked on the first episode! ! !

I no longer have any faith in Heartlands. Individual nurses, are great, and I understand some of the pressures, but that is no excuse for, lying, poor care, and completely not bothered over the phone to the where about’s of my paper work. In mine and my daughters case family history, seemed to play no importance.

I am both patient and parent.


My father spent over 24 hours on a trolley in EAU

My father went to the hospital on a Friday evening, feeling increasingly unwell. He had had recent shoulder surgery, and we were concerned that he could have a post-op infection.

While for he most part the care he received during his stay was fine, he spent more than 24 hours on a trolley in the EAU. He was admitted late Friday evening, and was not moved to a ward or, more importantly, a bed, until almost midday on Sunday, and this only after I spoke the the charge nurse on EAU, as I was increasingly concerned that he was still on a trolley.

We were advised that the delay in moving to a ward was because my father had had Type 7 stools, and as such they were waiting for a side-room to become available, which is understandable. What I don’t understand is why there was no bed physically available for him to use in the EAU instead of a trolley.

His mobility was limited because his arm was in a sling, he was having to get up and down repeatedly to use a commode, was struggling to get any rest or sleep, and none of this was made any easier to bear by the fact that he was on a trolley. On a trolley he had almost no room to change position to get more comfortable, and the sheet he had been placed on constantly slid out of place as a trolley is not designed to use bed linen.

Why, if it is clear the patient is going to be in the EAU for more than a couple of hours, or indeed is waiting to be admitted to a ward proper, is there no facility for the patient to be given a proper bed in the EAU bed-space?

Fathers Daughter

The equipment needs updating, please

My mum had many falls while in a local nursing home, because she was left to transfer by herself from armchair to commode during the day and evening. I got a call in the middle of the night to say she’d had a fall and had been taken to the local hospital. As I live alone and don’t have a car I had to get a taxi. My mum was left in A&E for several hours due to lack of beds due to seasonal respiratory complaints.

Having had three strokes and rheumatoid arthiritis mum was not able to walk apart from a few small steps. Mum needed to use the toilet so the staff on duty were able, with my help, to get her off the stretcher bed into a wheelchair. Her pain was very bad and she was a tough old lass. It was not possible for staff to take her to a proper toilet, so we had to put her through the ordeal of transferring her to a mobile commode, then back to the wheelchair. This we had to do a few times with mum in pain.

When a bed was available, mum was not transferred to a stretcher bed again, but the porter on duty said she would have to get into an obselete porter’s chair or he wouldn’t push her to the ward. I had my right leg in plaster at the time, but offered to push her to the ward myself. The staff nurse could see I wasn’t pleased with the porter, so sh said ‘Let’s forget that you have to use old, out-of-date, not fit for purpose chairs, and get on with the job’, to stop the porter from walking out as only two were on duty that night.

The equipment needs updating please, if not now done. Also the staff we saw in A&E were brilliant, so well done to them for coping as best as possible. Thank you for your help, it may help others. The fall caused a death because mum layed flat and couldn’t breathe properly and so was in great pain. She was a kind person and I believe that all the poor treatment in nursing homes due to lack of staff to provide care to a high standard made her life miserable in her twilight years. All the times paramedics got called out to pick her up and treat her because she was left to transfer from chair to commode on her own.

PS There was only one porter on duty the day I broke my foot. My pal had to push me about for ages while I got x-rayed and set in plaster.