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The care was well below standard

Posted By vulpeculath49

"The care was well below standard"

About: Raigmore Hospital / General Medicine Raigmore Hospital / Respiratory Medicine

(as a service user),

I was admitted to Raigmore Hospital with a chest infection in late 2023 & was in ward 3b for the first few days. The care was well below standard.

Nurses left urine samples from other patients for hours on the only toilet such that I had to move them to use it! The floor at one point was left soiled as was the toilet seat after other patients had been assisted by a nurse. One was rude & medication was not given in good time. 

I did receive better care when moved to 7a with the exception of not being given a chair for the shower. There was no recognition that I was disabled. I was told to buzz! There were no grab handles, so I had to lean on the wall to shower. 

The gluten free meals were appalling. I was given the exact same meal twice one day. They were frozen microwave meals. Sandwiches were limited to cheese or ham. 

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Responses

Response from Sylvia Fraser, Clinical Governance Facilitator , Clinical Governance, NHS Highland last week
Sylvia Fraser
Clinical Governance Facilitator , Clinical Governance,
NHS Highland

I am part of the overall team who manages complaints for NHS Highland and are known as the Feedback Team. We offer patients, relatives, MPs/MSPs, staff and anyone who requires assistance is registering a concern or formal complaint.

Submitted on 10/05/2024 at 11:18
Published on Care Opinion at 11:18

picture of Sylvia Fraser

Dear vulpeculath49

Thank you for your feedback via this platform. Please accept my apology for the delay in responding to your feedback. This was due to being on a period of annual leave.

I am sorry to read that you found the gluten free options appalling, and that there was a lack of variety.

I can confirm that Raigmore Hospital Allergen daily meal choices, for both lunch and evening meals are as follows -

Chilli con Carnie, Chicken Hotpot, Sweet and Sour Chicken, Vegetable Bake, Mixed Bean Casserole, Jacket Potatoes with various fillings, Soup of the Day, Gluten Free Sandwiches - Ham, Cheese, Tuna and Egg, Selection of Fruit, Soya Yoghurt and Custard.

Due to the severity of some patient's allergies all of our allergen free hot meals are pre packed and bought in. This is to avoid cross contamination and to keep our patients safe.

NHS Highland use a reputable company which have been tried and tested and patient feedback has been positive. Unfortunately there will be days when the option may be reduced because of supply and demand, but where possible the cooks try to offer as much variety as they can.

I am sorry that the staff did not make you aware of these options. I will review this and carry out an improvement action so that patients are aware of all choices.

I hope that this has reassured you that NHS Highland Catering Services are actively offering patients a variety of gluten free meals.

With kind regards

Sandra Hilton, Facilities Manager, Raigmore Hospital

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Response from Sylvia Fraser, Clinical Governance Facilitator , Clinical Governance, NHS Highland 5 days ago
Sylvia Fraser
Clinical Governance Facilitator , Clinical Governance,
NHS Highland

I am part of the overall team who manages complaints for NHS Highland and are known as the Feedback Team. We offer patients, relatives, MPs/MSPs, staff and anyone who requires assistance is registering a concern or formal complaint.

Submitted on 14/05/2024 at 09:17
Published on Care Opinion at 09:17

picture of Sylvia Fraser

Dear vulpeculath49

We have received feedback from the staff on Ward 7A following your post.

They would initially like to offer you an apology for the delay in responding.

The Charge Nurse has reviewed your experience and is disappointed to read that you were not offered a chair to assist you during your shower. She has reminded all staff that patients should feel safe and secure whilst having their shower, and will ensure that a chair is available for patients when required.

She would like to thank you for highlighting this to her. Patient feedback plays a vital, and important part of service, and improvement.

With kind regards

Sylvia

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by vulpeculath49 (a service user)

Thank you. It would not have been obvious I needed it but I did not appreciate the response that would need to get from occupational therapy which I actually have at home and another patient needed it when I did too.

The GF sandwiches were limited to cheese (slice of) or ham I could never get tuna which is much better with gf bread The menu gets limited if you are in for a week plus with lunch and dinner and several times what was ordered was not what came leading to repetition or me having to obtain food from my husbands visits. The omelette was tiny and chips were omitted for example. I could not tolerate spicy food following radiotherapy and was having swallowing issues which made it very difficult with the limited choice.

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