Netcare Mulbarton review: Nursing staff 1

I am following up on the survey that I did almost a year ago. To date, no response received. I was admitted on 18 June 2021 with Covid and put on a ventilator on 19 June 2021. The two weeks spent in ICU, High Care and wards thereafter were horrific. The nursing staff were dreadful, didn't assist with any basic health care and lacked the ability to communicate (if at all).

During my stay of 2 weeks, I was on a mechanical ventilator for 1 week and scared out of my mind, I didn't know what day it was or if any of my family members were aware of my situation, just to later find out that my husband had to go to the hospital and beg to see someone who could tell him why I stopped answering messages on my phone and after enough convincing, he was able to find out that I was intubated and ventilated the day before. Excuse being that they couldn't find his details? As he is the main member of my medical aid, details on medical card and on Netcare admission form. Netcare would not admit me without medical scheme information, there is no excuse as to why he could not be informed? Upon phoning (when he could get to someone), he was told I was sleeping meantime I was on a ventilator in ICU. How does a nurse make a mistake like this?

Since I was sedated most of the time for that first week, I do not have many comments on my care, however, the care during my alert periods, especially during my second week of admission in hospital was quite terrifying. While in ICU the Nurse looking after me, while I was very weak, I was given only a gown and my clothes were packed away, which I understand is protocol, but at times where I could not gain the strength to even lift my arms, I was told in a rude and disrespectful manner to cover myself - no assistance in the matter what so ever. There was an incident where I required a bedpan urgently, and after asking multiple times, the Nurse standing next to me replied that she is busy (busy discussing their salaries) and not receiving the bedpan, I unfortunately could not keep it in - the nurse asked me why I messed myself and was extremely disgusted with me, she then proceeded to clean me in a very hurtful manner, with no respect nor empathy, I have never been so embarrassed in my life; she did not put in effort to talk to or help me any further. I was ignored, stared at while talking in a different language.

My hospital button (to push when in need of assistance) did not work and when I asked a nurse for help, the answer mostly, without fail, was something in the line of "I am busy, can’t you see?" - with that being said I was maybe helped to the bathroom about 2 or 3 times, if even that much, I could never ask questions and could not do anything for myself. A sick lady in the bed next to mine, a lady who could barely breathe or move herself, helped me more than the staff did. Bottled water given by the staff was placed on a trolley (first few days on a chair) I could not reach due to weakness and was thirsty all the time. My Husband sent water in a squeezy bottle and phoned from the phone at the main entrance to insist that the bottle be opened for me. I couldn't use a fork or a knife due to weakness and therefore scraped the food into my mouth using my nails which I couldn't keep up for too long anyway. I couldn't open any packages sent from my family, containing wipes, toothbrush and toothpaste and other necessities, due to weakness, and unfortunately had to go without it because no one wanted to help me open it. I couldn’t adjust my bed and when I asked for help, no help given – I then tried to use an object that was in my reach to try and press the button using my whole hand, but was then shouted because that might damage the plastic remote – still no help. The nurses forced me to drink all medications quickly and all at once, knowing that my throat was so sore and my stomach was upset, up to the point where I vomited - if I asked for time to drink it (meaning just a few minutes), they got very impatient and forced me anyway. I found the staff to be rough and inconsiderate and I felt like I was stripped of my dignity. I wasn't bathed nor assisted in any way in two weeks. Panic button conveniently moved out of my reach. Upon asking for something to drink, I was told it's not a hotel.

The staff managed to somehow lose my cellphone (conveniently) and only recovered it the day before my discharge from hospital - this meant that I couldn't communicate with anyone since being extubated and I couldn't tell them what I needed, how I was doing, how much longer I was to stay etc.

When I got discharged, I was not informed of any treatment plans that should follow and also was not informed of any doctors that I need to see.

I now suffer from PTSD from my stay in hospital and also cannot sleep at all. I came home with a wound on my ear, burst lips, a UTI from lack of urination and the catheter of course - and severe dehydration. With the care of my family, I have already been able to gain some strength and recovery.

Despite my memories of the in hospital care, I am extremely grateful to everyone who contributed to saving my life specifically my Lung Specialist and to all supplies and equipment that was made available for me to enable me to sit here and type this today. As for the nurses, I am disgusted. I have full understanding that it was Covid and hospitals were under pressure but there is no excuse for maltreatment. I have been waiting for a response for almost a year, received nothing. Yet medical bills and salaries to nurses were paid. What is the purpose of a customer/hospital survey? What is the process you follow to ensure that complaints are resolved?