Queen's Hospital

Queen's Hospital 2023-05-24 Person 2 5 0

Despite constant vomiting and diarrhoea I was in a chair in A&E for 30 hours. Every time I wanted more pain meds or anti-emetics I had to ask for them and this took lots of time. When I asked about next steps or what was happening I was given vague answers. It felt like it was a constant battle on my side to keep things moving, and I didn’t feel that I was being looked after in the slightest. After the 30 hours I was moved to a side room in A&E on a trolley, and with a light that didn’t turn off. I spent 3 subsequent nights here, again constantly having to ask for more pain meds and anti sickness medication. I was told I would be discharged after the 2nd night but despite assurances from the nurses I didn’t see a doctor for over 24 hours and so had to stay a third night. I was only given a bed (still in the room with the lights constantly on) at 2am on my final night there.

Communicate more, be more timely with medication especially with regards to pain medication. Take notice of patients - I was practically sitting in my own filth and nobody even offered me a blanket or a sip of water. Nurses mostly try their best but are robbed of the ability to care properly for patients.

Queen's Hospital 2023-05-23 Person 2 5 0

- On the whole, the few staff we saw (there were far too few of them) were kind and empathetic, most doing their best to make Anthony comfortable. There were issues, but the paramedics were wonderful and we appreciate the exceptionally difficult environment everyone seems to be working in, with extremely poor facilities and very few staff, and we are deeply grateful that he eventually got a CT scan Issues included: - A 6-hour wait to see a Dr at 4am despite an emergency admission at 10pm: as far as we know, there was no handover about the recommendation that Anthony be booked in for a CT scan between paramedics, nurse cohort and Dr, and it wasn’t written up on his notes, causing unnecessary waiting/ suffering - had he gone straight to CT he would have been out in a much shorter time which would have been better for everyone - Anthony was given no LD support and waited for 9 hours in a brightly lit overflow corridor alongside unsupervised patients - one of whom unfortunately urinated on the floor beside Anthony’s bed (a situation that was not cleaned up all night which we feel was unsanitary and dangerous for all patients in the vicinity) - this patient also started walking towards Anthony’s bed (she was disorientated), and was bleeding as she’d torn our her drip - we persuaded her back into her own bed but had we not been there I’m not sure what would have happened as there we no visible nursing staff for long periods of time - Anthony was scared and tired but unable to rest as it was so light under the strip lights and hectic, with doors banging constantly and security staff talking loudly as they went up and down the corridor. We asked for somewhere quieter on several occasions but was told there wasn’t anywhere. - Anthony has arthritis in his knees so was in great discomfort on the bed that was provided (though a kind nurse did help to find a slightly more comfortable bed at 6am) - The facilities in the overflow corridor where Anthony was waiting overnight were very poor e.g., Anthony uses a CPAP machine and there was nowhere for this to be plugged in - We feel that the Dr did not investigate Anthony’s tummy properly via a physical exam despite our request for her to do so and they were reluctant to organise a CT for Anthony and tried to send us home to come back for an ultrasound the next day (again, this was at 4am - when we had already been waiting for 6-hours). However we were very grateful that a CT was eventually arranged - A cannula was fitted for taking bloods and the intention of administering pain medication and fluids but when checked (for the first time, many hours after being put in) in the early hours of the morning, it was found to be blocked. This was particularly frustrating because the needle and tubes had been irritating Anthony all night and prevented him from sleeping or lying comfortably, and neither were they providing fluids or pain relief - while again we’d like to stress that we’re so grateful for Anthony’s CT scan and appreciate the pressure the very few staff were under and the difficult circumstances everyone is forced to work in, we are very unhappy that Anthony was discharged without notes, advice for pain management, or the transfer of his notes/ scan results to his surgery, the New Medical Centre - we had to call and locate them to arrange this ourselves

- Anthony should have had a clear handover of care between paramedics and nursing staff - Anthony’s CT should have been written up to save needless inefficiency and suffering - we had no idea where we were or why, ‘nursing cohort’ means nothing to patients and you should be told why you are being put somewhere and what to expect next - patients with learning disabilities should receive reasonable adjustments as soon as possible - other adults can understand they are in a noisy corridor and try and sleep, Anthony could not rest for a second in the light and noise and I’m sure somewhere could be found to accommodate people with LD and autism at an already very stressful time - cannulas should be checked more often than every 6 hours - patients should be kept informed of who is looking after them, decisions about where to send them and why and should receive copies of discharge notes and advice on pain relief - discharge notes and scans should be sent to patients’ GP without them having to locate and chase them

Queen's Hospital 2023-05-23 Person 1 5 0

When arrived at reception, a lady took my details and then asked me to move to the queue in from of me where I saw a black female. The nurse was very rude to me from the start, she said you came in here yesterday and you are back again today. We have seen you already. I told the nurse that I did not come to the hospital on the 19th May and rang Nhs 111 on the 20th May and they told me to come to A&E, so I came down a few hours after my call. The lady continued to tell me that my blood pressure is fine and was taken already yesterday on the 19th. I explained again that I did not come to the hospice on the 19th. She was very rude and said well did we manage to take your blood pressure we can take this over the phone, which I said I know and she was very condescending. She then told me on the left, so I sat down for many hours waiting to be seen. A doctor then called me and said my blood pressure is fine and I have Bells Palsy and asked me to make some facial movements. I said that I have not been to the hospital this year and the nurse at reception kept accusing me of coming in the day before. The doctor said the nurses notes say that they took my blood pressure and it is recorded on his notes. He then took me over to see a different nurse who took my blood pressure and the afterwards the same doctor said he needed to refer me to another doctor. I was taken to a different area of the hospital and a lady nurse took a blood test and someone else did some heart checks and I waited for many hours to see the other doctor. The other doctor was very unpleasant and I tried to explain why I was here. He said that the person who saw me first was not a doctor, I explained that he was. He treated me like I was wasting his time and whatever symptoms I was talking about was not happening now and seemed to doubt me. I had taken a video shortly before arriving so I could show what the issue was as it was intermittent. Only after the video the doctor said would refer to have a scan. The first doctor was able to tell from looking at me and asking for me to make facial expressions what the issue was straight away. I do understand that checks need to be made and it’s hard for a doctor of the signs may not be present at the time. I was dismissed before even being able to say what was wrong and defending that there is something wrong. If I did not have to r video I would have definitely been sent home. After the scan the doctor confirmed that I do in fact have the diagnosis that the first doctor told me. This was always obvious as the first doctor wrote this down on his referral letter to refer me to the other doctor. If I did not take a photo of the referral or a video I would have been dismissed immediately as a waste of time in the first few minutes of being invited into the second doctors office.

When the nurse told me that I came in the day before and I said I had not she should have believed me. She could have also checked to make sure that she was looking at the correct year of me coming into the hospital and I have not been there for a very long time. She should not have been accusing me and making me look like a liar. The second doctor was I such a hurry to dismiss straight away and didn’t even want to listen. If I did not have the video or first doctor referral letter that he gave to me in A&E I would have been sent home. I’m am a black patient as well so this is not a case of racism, this is unprofessional behaviour. The second doctor did apologise to me after he received my scan results to confirm the first doctors diagnosis.

Queen's Hospital 2023-05-23 Person 5 5 0

Nurse and the Doctor were very supportive and helpful. Nurse Kellie was extremely understanding towards my special needs daughter. As a mother of special needs having someone as understanding as Kellie makes our rollercoaster emotions at ease. Thank you

Keep up the good work.

Queen's Hospital 2023-05-23 Person 3 5 0

It's very clear the NHS is understaffed, staff are too busy for formalities. I was looked after and I am very thankful but you can see they are juggling so many things.

Inbetween each stage, whether waiting for a nurse, doctor or scan results etc., there is a feeling of uncertainty as to whether you have been forgotten. This leads to patients entering treatment areas to check and NHS staff visibly annoyed. The problem of course is the wait times at each stage can be several hours. I think what would help would be a digital status board with the patients initials, quoting a brief comment on what stage their investigation is at. For example in my case it would have helped to see PC: Waiting on Scan results or waiting for Urologist .... this would at least assure people they are in the system inseat of panicking after waiting 3-4 hours for scan results etc. and then bothering busy NHS staff chasing them on the same. I personally accept ant visit to A&E is a 6-8 hour process, that prepares me not to expect any better. However the long silences between consultations and treatments does make you wonder if you have simply been forgotten. This would stop patients thinking they have been missed.

Queen's Hospital 2023-05-23 Person 3 5 0

The first initial treatment of my wound was excellent timely and informative. However the then stuck on a trolley in a corridor for fourteen hours was not what should happen to anyone. The only doctor on call at five in the morning fortunately came to my assistance and stitched me up and thirty minutes and discharged me. However another wait of thirty minutes for a nurse to remove cannula! The doctor returned and removed in the end !

At least had someone who knew what was happening to me and several others stuck in the corridor

Queen's Hospital 2023-05-23 Person 1 5 0

The doctor who eventually treated me for an allergic reaction was good however the nurses were so rude and cold. I was left in a corridor for 13 hours not taken seriously and let home and the next day I ended up in Broomfield hospital and was treated straight away. The care was second to none. Queens is absolutely failing.

Be empathetic towards patients. I see an old lady who was bitten by a dog left with no cover on her leg, not been checked or given any tecnas injection. She was extremely distressed and was developing a rash. I believe because of her age she may have had some memory/behavioural issues and the nurses called security on her. It made me feel physically sick. Another elderly gentleman who has a deep vein thrombosis in his leg was complaining in pain and was left down a corridor for 16 hours close to tears with frustration just wanting to know what his treatment plan was. The tall Italian nurse kept telling him to go and sit down and go away. So disappointing. The same nurse who was telling me she would take my canula out and for me to go home and have pririton to relieve a huge allergic reaction that was spreading through my body stopping me from being able to walk the next day. I actually felt the need to help, I told the nurses when sick bowls were needed for elderly patients and also alerted them to another older man with Parkinson’s disease who was very upset and having a little seizure of some kind and got very teary because he couldn’t alert anyone himself and nobody was checking on these patients for hours.

Queen's Hospital 2023-05-23 Person 3 5 0

I was in a&e for 27 hours sitting on a hard metal bench seating all night with a suspected thrombosis. I have scoliosis and there was no where I could sit comfortably and put my leg up. Very distressing experience. I waited 10 hours from 11 pm at night to 9pm to see a doctor . The doctor who cared for me was concerned the length of time I had been sitting waiting for a cat scan . The dr could do no more until I had the ct scan. She organised my tablets and appointment very swiftly.

To overhaul the waiting area in Same Day Treatment centre so there is somewhere comfortable to sit and wait and rest your head when it is nighttime. Also more communication what is happening through the night when you feel like you have been forgotten especially when you are on your own , an update would stop patients fretting.

Queen's Hospital 2023-05-23 Person 1 5 0

Fast tracked initially as lymphoma patient then spent 12 hours in crowded A&E before being told I would be admitted. Got bed 4 hours later. Asked numerous times for updates only to be told “don’t know”.

Give more information about wait times, make waiting areas more spacious and pleasant, provide more seating for patients and one relative.

Queen's Hospital 2023-05-23 Person 1 5 0

This has to be the worst hospital with the most uncaring staff - this includes the doctors. After 4 days in various parts of A&E I felt I had to discharge myself. Doctors do not listen to you, make assumptions about what may be wrong without actual medical evidence to back up their guesses. Some nurses show some compassion others should consider if they have taken up the right vocation, if the pressure of working in the NHS is having an impact on how you care for people then consider a new career - this comment applies to the Doctors and Consultants at this hospital.

LISTEN to the patient, take clear and detailed notes of symptoms, presentation of the patient and explain the next steps in a clear and considerate way. It was evident that many of the doctors/consultants were not reading the notes (maybe there was an absence of these on the patients file?) and asking the SAME questions over and over again. Patient records should be contemporaneous and should be reviewed prior to seeing the patient on the ward rounds. Both the Doctors and Nurses at this hospital need to improve their communication skills. If the pressure of working in the pressured environment is too much then rather than this stress and pressure having an impact on patient care the professionals should consider seriously if they are in the right job