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Experience with HCAs on ward

Posted By Noo

"Experience with HCAs on ward"

About: Heartlands Hospital / Older people's healthcare

(as a relative),

Very bad experience with HCA staff on ward 30 - soiled pad left on display in open toilet for 2 hours - eventually 3 HCA's removed - elderly patient left to sit for two hours as no sheets on bed - he was extremely tired - he also buzzed for help for over 15 minutes - three Hca's eventually came after I had asked for sheets to help this man - sister on ward had to carry out obs and also carry out toilet duties - very unfair as she had no assistance but did do an excellent job. These were the day staff

Night staff - HCA said very openly that they did not wish to be with 'these dementia' patients - very uncaring manner - I have complained to site lead/matron.

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust 8 years ago
Marie Helebert
Patient Services Officer, Patient Services,
Heart of England Foundation Trust

Work with patients & families to highlight and address any issues relating to patient experience.

Submitted on 28/02/2017 at 09:43
Published on Care Opinion at 13:34

Dear Noo

Thank you so much for your comments regarding healthcare staff on Ward 30 at Heartlands Hospital.

I am very sorry to learn of the issues you have described, although very pleased to note that you have already raised concerns with the Site Lead/Matron.

Can I please ask you to contact me at your convenience so that I may obtain some more information from you, and follow through with the Matron to ensure the issues have been effectively addressed? I would be most grateful. I can be contacted by telephone: 0121 424 0808 (9am - 2pm Monday to Friday, with a voicemail service at all other times) or by email at: marie.helebert@nhs.net

Thank you very much for taking the time to post your feedback, it is very important to us.

Kind regards

Marie Helebert

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

Update posted by Noo (a relative)

Thank you so much for your response - this matter has been dealt with and have spoken to ward manager at length.

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust 8 years ago
Marie Helebert
Patient Services Officer, Patient Services,
Heart of England Foundation Trust

Work with patients & families to highlight and address any issues relating to patient experience.

Submitted on 03/03/2017 at 09:16
Published on Care Opinion at 14:47

Dear Noo

You are very welcome! I'm delighted to read that your concerns have been effectively addressed and you feel the matter has been resolved. If at any time you should have concerns regarding any aspect of a patient's experience, or issues as a concerned family member, we encourage patients and families to firstly raise the concerns whilst on the ward with the Ward Manager, or in their absence, there is always a Nurse in Charge who will talk with you, listen to your concerns and either take action to address them there and then, or escalate to the Ward Manager or Matron. Our Senior Nurses, Ward Managers and Matrons are very pro-active and want to hear when there are issues on their wards soo that they can be resolved quickly.

Patient Services, in which Patient Advice and Liaison Service (PALS) is incorporated, are always happy to listen to your concerns, and assist you in addressing them by liaising on your behalf with either senior nursing staff or Clinicians.

Thank you once again for taking the time to share your post, your views are valuable to our monitoring and continuous improvement in patient experience.

Please contact our service at any time should you require assistance or information in the future.

Kindest regards

Marie Helebert

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