"The care my mother received"

Upon arrival at UHM almost a few weeks ago, Mum was taken in to majors 9 by ambulance. Mum has complex health conditions, disabilities and is non-verbal. 

After being in for just over an hour, my sibling abroad received a phone call to advise no one had arrived with mum and the medic was looking to find out more information. I then received a phone call from my sibling, worried that Mum was alone and unable to communicate her reason for presentation. I had been in the waiting room and booked Mum in, before the ambulance even arrived. This caused me great distress, knowing that delays had been caused as a lack of communication between staff. 

After being assessed, Mum was admitted to Ward 9. The staff did not approach me to ascertain more information on Mum. After three times, eventually a nurse came and asked me exactly what was wrong and why I had to speak with someone. I advised of Mum’s needs, how best to support her and the need for supervision and assistance whilst eating and drinking due to the risk of choking/aspirating. I found the nurse’s attitude was flippant and I was advised that their ward deals with the chest up and I queried why Mum was brought here and I was advised it’s a medical bed she’s in. This didn’t fill me with confidence. Mum’s admission was caused by a kidney issue. 

Mum was then transferred to ward 6, Urology. Again, I had to advise the nurses on how best to support Mum and the need for 2 staff to support with positional changes, mobility, continence care and transfers. 

Each day when visiting Mum, I would arrive in to the 4 bedded room to find her in an undignified position, with no clothes on her lower half, laying on a continence garment which was soiled. Worried about skin integrity, I raised my concerns with the band 5 who agreed to pass on my concerns and support mum with personal care with her colleague. Every night when visiting, Mum’s buzzer (her only way to summon assistance) was on her bedside unit, which she cannot move to get. 

The day before Mum got discharged, I was approached by another patient across from Mum, advising me that she had eaten really well. Initially pleased at this news, she then advised that they in fact had to feed Mum her dinner as the band 3 placed the meal on the table, out the reach of Mum, with the bed laying nearly flat, and with no supervision or assistance. The other patient then advised me that they overheard the band 3 saying to their colleague - I’ll go back to Mrs. XXXX I’m too busy just now. The staff member is yet to return to assist my Mum. 

I then spoke to a staff member about my further concerns, and I requested to speak to the Band 6/7. I was advised that she would be round as soon as possible. After waiting over 2 hours, I gave up. During Mum’s admission, she wasn’t supported at all with a shower. Only personal care in bed. She wasn’t supported up out of bed and did not have a repose mattress in place for pressure relief. 

Fast forward to the day of discharge - Mum was discharged home with no medication. Contact was made to the ward who advised that they were in a cupboard and they had forgotten to provide them. A nurse dropped them in through the letter box the next morning after their shift. 

Mum came home unkempt, with skin concerns and matted hair at the back from laying in bed. 

All in all, I’m devastated. I have completely lost confidence. The last time Mum was in ward 6, I was forced to raise a referral under Adult Protection and speak regularly with the Senior Nurse via Hospital Cover. 

I totally appreciate the pressures on the service, however in my opinion, nothing should compromise the safety of patients. 

In future, I will request Mum is not placed in Ward 6.