"My Gran's treatment"

Sadly not many positives during my gran's 12-day stay. The communication between staff was almost non existent. We made sure to discuss concerns with the nurse about my gran - she was confused and losing weight. She was admitted with cardiac issues. She is usually independent and incredible for her age - she is in her 90s. Massive change in function noted by our whole family but never any action taken.

She was in CAU lime zone, then moved to ambulatory care (she video called us terrified as no-one had told her why she was being moved or where to & that she was being discharged!) I phoned and reiterated our concerns that she was not eating and was very confused and that in no way was she medically fit to be discharged (her resting hr was over 150 beats/min! and this was yet to be treated).

She was then moved again to Station 6. We again spoke to the nurse looking after my gran as we noted she had lost more weight and was becoming more confused every day. The nurse advised that these concerns weren't passed on to st6 but that they would put a nutrition chart in place and monitor, this was now 5 days after admission. 3 days later still no action taken.

Also to note we were fighting each day against the constant threat she was being discharged without any concerns being acted on. I also requested follow up for her at home - via ICT as she had not been coping at home - also not done. I then asked to speak to the consultant. I was told the consultant would speak to us when we visited that day but if not they would call me and they took my number.

We arrived on the ward and I went to the desk to let them know we were here if consultant could speak with us. I was then spoken to by a charge nurse. They informed me the doctor would not be speaking to us as it was not needed. They then proceeded to speak to me in the most condescending and patronising manner. They told me we had never raised concerns, slammed a folder on the desk and told me there was no record of us speaking to nurse 3 days previous so we did not raise any concerns. They spoke over me, constantly referred to me as darling and told me that my gran was not confused or losing weight at all and that they had no concerns.

There had been an incident that morning and we were not informed (my gran told us but wasn't able to tell us much). When I questioned this the nurse rolled their eyes at me and completely dismissed it. They then told me they would have an asst explain to me what the episode was - never happened. They point blank refused to refer my gran for follow-up as I had requested on discharge stating that she didn't meet the criteria.

She told me we had no say in anything about my gran's discharge and they would discharge her as soon as they felt her heart rate was under control. Again I reiterated my gran was confused so that is why we are asking to speak to doc as she isn't able to retain the info (my mum attends all her appts etc for this very reason and holds POA at my gran's request).  My gran was seeing mice on the floor, thought I was my mum's mother and didn't know who some of our family were! She was stuttering and struggling to find words, using the wrong words and telling us stories that never happened - like a flight to china she was on in great detail!

The nurse told me she was great for her age and able to talk in detail about memories - yes she was but not any that actually happened! She is great for her 90s, but she was not great for my gran. These concerns were highlighted by every family member who visited. The nurse then agreed to have my gran weighed, albeit they were very unhappy about doing it.

My gran had lost a stone in a week. Her weight was checked recorded by the GP the week she was admitted. No apology from the nurse - they were nowhere to be seen. A dietician did visit my gran a few days later. We never did get to speak to any doctor or consultant and no follow up was arranged for my gran.

She was discharged 4 days later without anyone speaking to my mum, who looks after my gran. We specifically requested any discharge plan be discussed with me (as my mum was unwell) and again we were ignored.

The attitude of the nurse was disgusting and shocking. We arranged follow up from ICT and they have got my gran well and truly back on her feet. She is mobile again, able to go out and is living independently other than us doing her weekly shopping. She has put on weight and her confusion is now almost gone.

I believe my gran developed Delirium in hospital and yet this was never addressed. The nurse said they completed a 4AT so she was fine - we told them my gran has been asked these questions a million times and she practices doing the months of the year backwards most days as she thinks it helps her memory!

As a family we feel completely let down by Ayr hospital - more so Station 6 and especially by the nurse we spoke to. Family are an integral part in understanding a patient and their normal everyday presentation - we see her every day and she is a huge part of our family - all 5 generations! We know her, they had known her for a few days. Very disappointed.