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"Recent stay"

About: Nepean Hospital / General surgery

(as the patient),

In regards to my recent admission to APC ward, Nepean Hospital.

First of all, I would like to acknowledge that I spent a great deal of time there a few years back. Up until now, I have always been impressed with the hospital's level of care but my recent stay there was shocking, in my opinion. 

In this regard, I refer you to the following noted concerns. 

1. Throughout my entire stay, I felt some staff presented as rude, non-attentive and uncaring. One nurse, in particular, I felt had taken a disliking to me for no apparent reason, seriously hurting me twice when trying to canulate. They chose my swollen hand and pulled it twice, resulting in me reeling in pain. 

2. 25-hour wait to have a Dr enter approval for a prescribed drug I bought to the hospital. I supplied the drug, the approval letter from the ACT for the drug, scripts and my prescribing Dr's details upon arrival. 

3. New canular for IV antibiotics. First canular blocked after six hours, and despite my repeated requests and, in my opinion, expected dismissals from staff, it seems I still had to wait 13 hours for a new one. Initially, a nurse tried for 10 minutes and left, another looked at it and never returned, so then I waited on a Dr from somewhere else to show up and put it in. All up, I was off antibiotics for 13 and a half hours. (took Dr 2 minutes in canulate upon their arrival). 

4. Showers after mornings were left uncleaned, with towels, soaps, gowns left on the floors of cubicles for most of the day. I had to physically move wet towels to enter the toilet. 

5. It appeared there was total confusion in regards to my daily medications, despite supplying a letter from GP stating same. In most instances, I advised the nursing staff what I required and used my own from my tablet box. 

6. Moved continually from the ED waiting room to Short Stay and back again throughout the day. 

7. No communication from nurses or Drs in regards to my current situation, treatment and admission. 

I seriously hope that I just got Nepean Hospital on a bad couple of days, but from my perspective, your hospital and staff just looked out of their depth and inept. 

Responses

Response from Care Opinion Australia 4 days ago
Submitted on 22/02/2021 at 12:21
Published on Care Opinion at 12:23


This response has been entered by Care Opinion Australia on behalf of the Nepean Hospital Feedback & Complaints team.


Dear izarhw83,

Thank you for sharing your story via the Care Opinion website.

We are sorry that this was clearly a disappointing experience and acknowledge that you have raised multiple issues of concern that we will be investigating. Thank you also for the opportunity to discuss the issues with you by phone. As discussed with Kylie, Nepean Hospital Feedback & Complaints Officer, we will be asking senior hospital managers to review your complaint and then we will formally respond to the issues raised. From the phone discussion, Kylie understood that you were satisfied with that plan.

The Nepean Hospital team takes patient and family feedback very seriously and as an opportunity to reflect on and improve the care and services that we provide. If there are any concerns that patients and families feel they have been unable to resolve directly with their care team, they are invited to contact the Feedback & Complaints team on 4734 3174 or at NBMLHD-NepeanFeedback@health.nsw.gov.au.

Thank you again for sharing your experience. We will be in contact soon with more information.

Nepean Hospital Feedback & Complaints team

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