"A lack of person-centeredness for older patients"

Mum attended ED last week, she was triaged quickly and the initial nurse and doctor who she saw, demonstrated respect and compassion. The support worker who completed the ECG was very accommodating to mum's needs, as was the radiographer.

Mum was moved to a room as she was badly impacted and required a procedure. It was quickly discovered that she had a pressure sore but nothing was done to address this.  A sheet was not put on the bed and she was not given a blanket for about 24 hours. Mum recently had a hip fracture, her mobility is limited and she needs a lot of help. She had a soft chair with arms that was removed from her room to give to a member of staff sitting with another patient. This was replaced with a hard chair without arms. I asked for a soft chair due to mum recovering from a hip fracture, poor mobility and her having a pressure sore. They provided another armless chair with slight cushioning. Mum was supported with sitting in a chair, which was no where near the button to call for assistance.  The member of staff remained sitting on the armed cushioned chair and there were a number of these in ED. 

Mum was seen by a lovely doctor for treatment, who was gentle, professional and respectful.  A lot of the staff were lovely and helpful but I do have concerns that there is a lack of understanding regarding the needs of the aging population or those less able - bodied and how to should promote independence and dignity.

Mum was using a commode when a male domestic came in to change the bin, instead of leaving, he asked was it okay and the nurse said it was! 

I emptied mum's catheter and commode more than once as this was not done.

Medication was left for Mum to take without supervision and it wasn't explained what the medication was.  Mum has bad arthritis and I noticed tablets on the floor.  As far as I am aware, staff are supposed to observe patients take their medication. 

When asked for medication/treatment/help, staff would say they were coming soon. I appreciate it is very busy but it is better to be honest to prevent being repeatedly asked and leaving the patient feeling like a nuisance and not knowing what is happening. 

Mum was due a procedure, she was told this would be done at a specific time and two days in a row, this was significantly delayed without explanation. The second day this did not happen as a bed was sought and we were told this would happen there. This was a personal procedure that required Mum being close to a toilet. Mum was admitted to a ward, where there was no bed initially and then one was made in a corridor by large window, not close to a toilet and without a call button.  There was a staff toilet that Mum was allowed access to but this required a lengthy enough walk for someone who has mobility issues.

I was shocked at the lack of patient centredness and the bed manager thinking this was appropriate. I would like to think that needs are considered before arranging a bed. Mum discharged herself as it was felt we could better manage her treatment at home with some dignity. I did not feel that we could leave her without a family member being there 24/7 to advocate for her.