Warwick Hospital

Warwick Hospital 2021-09-03 Person 5 5 0

I received excellent, helpful, expert advice & help from Kayleigh & Kate. They gave me confidence & a way forward.

nothing

Warwick Hospital 2021-09-02 Person 2 5 0

The medical assessment was ok but the administrative processes are just appalling. Someone needs to step in and look at the true customer journey. 1. I was in a room for the whole day with a suspected blood clot on the lung - from 9:30am until 3pm when the blood results came back confirming positive results. Five staff knocked on the door asked me who I was, two asked why I was there. But because I could hear them talking outside the room and saying they wanted to see if the room was occupied, it clearly wasn’t to assess me or offer any support. I was still there until 7pm. The average time between visits to check on me medically or see if I was still alive was 3 hours. 2. The clinician dealing with me - when I asked for paracetamol for the pain at 3pm went away promising something better than that and didn’t come back except to say I was going to the ward - at 7pm. 4 hours to find no painkillers. Don’t get me wrong, she worked hard enough to pass me on to Guy Ward and get some blood tests done but the urine sample triage asked for was ignored for about 12 hours and then taken away by staff on Guy Ward. 3. Bed had a sheet, clearly crumpled with prior use. It was freezing, and, as it turned out I had pneumonia. Nobody offered me anything to drink or eat until 2pm (4.5 hours of being in the room), what they offered was 6 biscuits. FFS it’s a hospital….? This is not healthy. At 3.30pm a kind nurse got me a sandwich and explained where the yoghurts, tea and coffee were. 4. No one gave me a wristband with my details. Every member of staff after A&E asked to see my wristband. Not one of them then went to correct this oversight. I didn’t have a wristband with my details throughout my visit. 5. Outside the room I could hear this ongoing argument over who I was and why I was there. Who was responsible for me. I was referred by a 111 clinician and told to present myself to A&E within an hour of talking to them about my symptoms. They seemed to constantly talk about whether I was a GP referral or an A&E patient. None of this matters. I’m a patient who is ill that needs care, treatment, support and a diagnosis or moving to the care of a ward and doctor who can provide this. And timely!! 6. I didn’t see a medical doctor until 10pm. Since 9am I was suspected of having a pulmonary embolism, confirmed by positive blood tests around 3pm. I could have died. Thankfully the medical doctor on Guy Ward was excellent and her care and treatment was perfect.

1. Checked me in properly and provide a wristband. 2. Write notes and have them available for each next member of the clinical team. Stop telling people you don’t know why they are there. Have some continuity of care via handover notes. 3. Make sure a room is clean and bed sheets are fresh. I heard a member of staff outside my room saying they had no linen in the cupboard. These hygiene factors are basic. 4. Put a blanket in each room . It was cold and a drought blew in when the door was opened. It was August(31sr) 5. Check on patients regularly. Get someone to just offer basic care and support. Your clinical teams are stretched too thin. It was quiet. I would hate to be there when it was busy. 6. Fruit and yoghurt is better than biscuits. Find a vaguely healthy option to provide sustenance if you keep patients more than 3 or 4 hours. 7. Deal with patients medically more quickly. 12 hours to receive treatment for a potentially fatal infection or event is serious and woefully short of the standard of care you must provide 8. Stop staff finding fault and carping with each other about patients. Get a customer service specialist and look into adopting the Virginia Mason lean healthcare system. Cut out the wastage of time and effort making patients wait for treatment. Be patient centred outside of your medical treatment - look at your processes and culture. All the people I met are wonderful and clearly trying to do the right thing medically but for some reason aren’t really focussed on the whole person and their experience in their care except when asked directly for help. Even then they don’t always do something appropriate or timely.

Warwick Hospital 2021-09-02 Person 2 5 0

I arrived around midnight, my midwife dropped me off and told me I needed to wee. Having just given birth, I was in a bit of shock and feeling a bit wobbly that my husband was about to leave. She told me to wee in the pan and then give it to someone. I waddled out of the loo with a pan of pee and didn’t know where to take it as no one was around. A lady appeared and snapped ‘where is your mask?!’ Now I get it, but having just gone over 24h without one and just having given birth, holding a pan of blood and pee, the location of my mask was not the top of my priorities. She then said ‘that pan better have your bed number on it’ it didn’t. She then wanted to know my bed number, and having just arrived in the middle of the night, I had no clue. I was this close to bursting into tears or going off at her! Thankfully 2 more medical looking people (probably very non pc way to put it!) came and seemed to realise that my wobbly knees and lack of clothes suggested I was very freshly post partum, and we’re quite nice and thankfully took the pan off me. The lady in the bed next to me had a meconium explosion around 3am, and was crying, ring her cal button and was calling for help and no one came for about 10-15 mins! In the mean time, I got up and helped her clean it up! It was better in the morning, even though discharge took until mid afternoon! But we were kept informed and people seemed keen to help us and things! I know that night is a hard balance as people are sleeping, but it was so overwhelming and weird to be plonked in a bay with a baby on my own and not feel welcomed or like I felt secure and aware what was happening!

I don’t recall anyone coming over to explain anything, so I was dropped off on the ward, husband sent home, curtains drawn, and wasn’t told where anything was if I needed it! I think someone told me about the call button if I needed it, so maybe I’m being dramatic. When talking to friends about their experience, they were given charts and had people seeing if they were okay, but maybe I didn’t have this because of the time?

Warwick Hospital 2021-09-01 Person 5 5 0

I thought it was part of the survey, even though my physiotherapist asked me the same questions during my appointment this morning.

Can’t think of a thing that would have improved my experience, it was so good.

Warwick Hospital 2021-09-01 Person 5 5 0

I twisted my foot which tore a ligament on the top of my foot. Kayleigh supported its recovery with exercises, cheerfulness and encouragement. It is now much improved and with a little more time, I feel it will back to normal. Kayleigh is the best physio I have ever had. Thank you.

I was able to work out how to access the virtual meetings via the link but feel there will be others who would benefit from more instructions. Or maybe a discussion when booking each appointment which is the easiest way for a patient to access the virtual meeting. Otherwise the service from all involved was excellent. I would like to make the point that for my particular injury, it was great to have the initial appointment face to face and then future ones on line.

Warwick Hospital 2021-08-31 Person 2 5 0

Absolutely ridiculous system in outpatients/fracture clinic. Waited 2 hours past our appointment time for an X-ray. No one around to ask for update. Even most of the staff had gone home. Disgusted.

Warwick Hospital 2021-08-31 Person 5 5 0

Kate made me and my daughter feel very welcome. Kate made sure my daughter knew what exercises to do and if she was happy with the plan. Thank you!

Nothing

Warwick Hospital 2021-08-29 Person 1 5 0

I came in for answers to why I am in excruciating pain. I explained I have a condition called dysautonomia, meaning my body temp is naturally low, so a "normal" temp is actually high for me, and naturally low bp, so high bp is very worrying and indicative of something wrong. This was ignored, doctors told me my condition isn't real, and simply stated "your vitals are normal, you're not sick". But no two doctors could stick to the same story. I was here for a week, had one scan, and one blood test, and went home in just as much pain as when I arrived, having been insulted, and accused of lying and faking. Then they say they will investigate the cause of my excruciating pain in 3 months because I am "not sick". I am 100% certain I won't even be home for one night before I am back in hospital, because I am still sick, and no one cares to even do me the dignity of looking up what my condition is before declaring it doesn't exist, just because they don't know it off the tops of their heads. I am seriously worried they will find out what was wrong on an autopsy table, simply for reluctance to do a simple scan. Several times I was left in pain for extended periods, and made to feel awful for buzzing for the help that I needed. For example, today I buzzed for pain relief at 3pm, continued buzzing multiple times, whilst hearing them gripe about "time-wasters like me" and finally got the pain relief that was due at 3pm an hour and a half later, at 4:30pm. Let alone when I had to tell the nurses what my correct medication doses were. Also they gave me an enema, saying I wouldn't experience pain. I was screaming in pain for nearly an hour afterwards. 5 and a half hours later, the pain and pressure are only building, and they continue to tell me this is normal. A simple Google search can tell you extreme tearing stabbing pains and ongoing bloating are not normal. I'm going to have to call 111 once I leave hospital over what should have been a treatment.

Listen to and believe people about their medical conditions. Believe people who say they're in pain. If someone is in excruciating pain, and I mean 8+/10, maybe try to find the cause of their pain before sending them home? I was told only low blood pressure is considered worrying, and that dysautonomia is not real, both of which are ridiculous. When my BP dropped over 70 points between obs, associated with a huge increase in pain and symptoms, I was told this was an improvement. I'm here worried that I'm going to die, and being told I am a time waster who just needs to go home. The real time wasters are the people that made me wait 3 days for one ultrasound, and another 4 to send me home.

Warwick Hospital 2021-08-29 Person 5 5 0

The radiology team were professional, friendly and put me at ease during my CT scan. Always with a friendly smile and caring looks, you could tell you were being looked after.

Nothing, all round the experience was gold standard.

Warwick Hospital 2021-08-28 Person 4 5 0

A Week in Warwick Hospital The build-up On 10 August my wife Sally and I travelled to Sussex for a few days. On that night I awoke with a severe internal ache which then seemed to go away. But on the Friday, when we arrived back home, I was feeling very unwell. On the next day I went to the pharmacist and then, on Sunday, to A&E in Warwick. I thought it might be quiet but it was not. Eventually I saw a helpful doctor, who examined me and made out a prescription. She undertook that her notes would be communicated to our GP at Priory Medical Centre, Dr Courtenay-Evans. On Monday I went for a short walk and fell flat on my face. In retrospect I may have fainted briefly. Later that morning I began to shiver uncontrollably. An urgent appointment was made with Dr Courtenay-Evans, who sent us to the hospital with a note. He said that we should not enter but should telephone from the car park. He had received no details of my visit to A&E on Sunday. When we tried to telephone, many times, there was no reply from the number. We therefore entered A&E and handed over the doctor’s note, which was quickly lost. A wait of three and a half hours then began. When I tried to draw attention to my case I was met with instructions and gestures to get out of the main door and wait outside. Obviously the concern was infection. While waiting I was able to read the boards recording feedback reactions from patients about A&E. All the comments were paeans of praise. I raised my eyebrows. At no stage was there any indication of where I stood, or any recognition that this might be important to me. When someone did eventually come I was mildly rebuked for entering directly into A&E rather than waiting for the non-responding number. Anyway, I was in. But unhappy. Initial treatment I had a room on my own within A&E and my diagnosis and treatment began. This was all very well done. Dr Jessica Stafford informed me that I had a serious infection and that my readings were off the scale. Quite how long I could have lasted I do not know. My medical records showed no sign of my interview with the hospital doctor on the previous day. Nor of my GP’s note to A&E. Around midnight I was transferred to Avon Ward, an acute ward where I spent the next few days. After one night on a men’s ward I then had a room on my own (for reasons of possible infection) for a couple of days before going back to the 4-bed men’s ward. At a later stage I spent a night in Squire Ward. Subsequent treatment I have nothing but praise and thanks for the treatment I received. People at all levels fell to their tasks. They were patient, calm, cheerful (with one or two exceptions) and accommodating. They worked well as a team, from the consultants down. Dr Charlotte Littler was excellent in keeping me and Sally briefed. I was filled with antibiotics and other drugs, and also monitored and tested day and night. Two scans were efficiently carried out. The only wrinkle is that a urine analysis was never carried out, despite the sample brought from my GP and another provided in the ward. All this had its effect. I felt better by the day and my readings steadily improved. Non-medical aspects The general ambience was as good as it could reasonably be. The food was edible. The ward was well cleaned. Wifi reception worked, more or less – an important point. At night I would much rather have been somewhere else, but that goes with the territory in an acute ward, I suppose. The only exception was the shower facility. This was designed as a wet room, but without any obvious slope for drainage. It was apparent that the facility in Avon ward was used seldom, partly because it was full of furniture. It was so uninviting that I did not use it. After moving to Squire Ward I did use the shower, only to find that the water immediately spread across the room, threatening anything left on the floor. In order to use the shower facilities in Warwick Hospital you need to be fit and agile. The position of the patient Broadly, the patient is subordinate and powerless. He or she is likely to be weak, stressed and lying down. Things get done to you, with or without explanation. In this context you are not a customer and you are not treated as such. Quite the contrary. I was addressed in various ways, often by my first name but far too often as ‘Love’, ‘Darling’ and a host of other terms which I found patronising. This approach, which is pervasive across the hospital, did nothing for my blood pressure. Obviously it was acceptable to some patients, probably to most, but not to me. Senior management would be quite unable to change cultural defaults like that, despite all the rhetoric of respect. A friend who had raised the question of names with the Clinical Commissioning Group (CCG) found that his complaint met with derision. I did look at the website of the CCG and was unimpressed. Its material is full of jargon, in particular the Communications and Engagement Strategy, which contains a note on ‘cultural competency’. I question whether the service has the cultural competency to engage effectively with traditionally minded older people – people who are comfortable with order, hierarchy and formality. Although the hospital is only a mile or so from where I live, it is culturally quite distant. Who’s in charge? To the outsider the management structure is opaque. It is not always easy to work out who is in charge. Many people wear badges saying who they are but others do not. It was only by coincidence that I came across the Ward Manager in Avon. I never knowingly met her counterpart in Squire Ward, although my stay was admittedly brief. There was a laughable sequel when I had been discharged from Squire Ward and was waiting for Sally outside the ward entrance. On the wall was a picture of the relevant Matron and her contact details. I subsequently sent her an e-mail with compliments on the treatment I had received on the ward. It emerged not only that she was nothing to do with the ward but that her picture had been taken down and then wrongly put up again. Nobody noticed or cared. Discharge At Squire Ward all went well and I received excellent support from Dr Nick Weight and the nursing team. Liaison between the discharge unit and the pharmacy is apparently a notorious pinch point, but one which was well negotiated for me. I emerged feeling quite well. Summing up Thank goodness we have the NHS. I emerged with great respect and gratitude for the staff and the job they are doing. I can’t imagine how we can afford the NHS drugs bill but there it is. The administrative and IT systems are something else entirely. Would I use the hospital again as an in-patient? The honest answer would be – only if I had to do so for medical reasons. To have my own quiet room and to be addressed as I would wish are things that I would happily pay for. David Howells 26 August 2021 4 Archery Fields Warwick CV34 6PQ NHS no 626 205 6882

See my report. Ask people what they want to be called, and abide by the answer.