Hospital bosses apologise for Somerset cancer patient's 'shocking' treatment

Health bosses have apologised to a former chief nurse who received “shocking” treatment during a stay in Weston General Hospital following bowel cancer surgery.

The woman, called Lindsey, stayed awake throughout one “truly distressing” night because she felt it was the only way she could be safe, before texting a friend: “Get me out of here,” University Hospitals Bristol & Weston NHS Trust (UHBW) board heard.

She told trust chiefs at the public meeting that she was placed at “significant risk” and that the nurses in the ward showed no compassion and carried out unsafe medical practices, including not washing their hands after treating a patient with covid in a side room. Lindsey tested positive for the virus after leaving hospital.

The ex-cancer nurse said she was brought a high-fibre cereal for breakfast, despite having had part of her bowel removed during the six-hour operation and being on fluids only.

Lindsey said she asked nurses for her morphine but it did not come and that it turned out two hours later that they had put it in her locker when she had gone to the toilet but no one told her.

She said a support worker failed to help a woman in her bay who was vomiting and “screaming” in pain and instead “spent much of the night feet up, on her mobile phone, possibly sleeping”.

Lindsey told the board: “I had a terrible experience and I’m really angry with you. I’m angry that with all the experience we’ve got, you let this happen.

“My profession let me down repeatedly and my safety was significantly compromised.

“For 40 years I’ve had an arrogance that nurses are the guardians of compassion and communication with patients – how wrong I was.”

She said the unsafe practices took place despite the ward being well-staffed.

Lindsey said that she did not believe the problems were “endemic” in UHBW’s hospitals and that the medical staff were much more compassionate and caring than the nurses.

She said one student nurse told her she had raised concerns about poor practice but “had not been listened to”.

“Those nurses had all that training and knowledge,” Lindsey said.

“It’s not just about policies and training, it’s about culture, supervision and leadership, and something got lost on the way.”

Board chair Jayne Mee told the meeting on Tuesday, September 12: “I have offered an apology to Lindsey for the shocking care you received from us.”

Non-executive director Sue Balcombe, a registered nurse, said: “You summed it up when you said your profession let you down. Absolutely.

“I can only say I am so sorry. Nobody should have to go through this.”

Weston Hospital executive managing director Paula Clarke told Lindsey: “You are very courageous for coming here today.

“It’s only by hearing these very uncomfortable stories that we can make a difference. You have every right to be angry.”

A report to the board said action had since been taken to improve staff skills, knowledge and practice, including unannounced visits by the ward sister.

Ms Clarke said: “It’s going to be a journey of continuous improvement – it’s not a quick fix.

“We’ve got to have the leadership in place, with the right values sitting under that leadership.”

UHBW chief nurse and midwife Deirdre Fowler said: “I’m very aware of the remedial work and have offered to support my deputy in Weston to ensure that everything you have fed back to us helps to impact on the actions we need to change culture, and leadership is first and foremost in that change of culture.”

Non-executive director Jane Norman said: “We’re not really talking about competence but about values.

“It’s a real shock when you see our values not being displayed.”

Trust chief executive Eugine Yafele said: “Sometimes it’s not about the lengthy action plans or the elaborate training, it’s just going back to basics and people being compassionate and listening to patients.”

Credit: Adam Postans/Local Democracy Reporting Service