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Neuro rehab needs improvement

Story from nhs.uk

"Neuro rehab needs improvement"

About: Trafford General Hospital

My best friend is currently being treated in the neuro rehab unit and it is dreadfull. They take forever to answer the door if the buzzer is even working at all and when you eventually get let in theres usually at least 5 of them sat at the desk so theres no reason it should take so long. When the patient rings their buzzer it can take over 20 minutes for anyone to come and check what the issue is god help the patient if they were buzzing for an emergency. If the patient is asking to be hoisted into their wheelchair so they can go into the garden they say they will go and find someone to help then dont come back. My friends roomate has told me that they have left my friend waiting from 9 in the morning till 2 in the afternoon to be put in his chair stating theres not enough staff and have left him for hours in soiled clothes when he has asked to be changed. They ask them to order their meals for the next day and somehow regularily screw it up, my friend has been given the same meal for dinner and tea on more than one occasion and it wasnt even one of his choices only to be told that is what you chose. One day he was asked did he want any soup he replied yes and they said we will see if there is any left at the end! They never came back with any so it seems like not all patients are treated equally. Yesterday both he and his roomate were told that they had not chosen any meals which im told was another lie and they were both given a mushroom pasta dish which they said was horrible so he didnt eat it. They took it away and didnt even ask him if he wanted something else to eat instead he had to get another patient to ask them for a sandwich for him, i got a phonecall asking me to bring some food in because he was hungry so had to drive for over an hour in the traffic to get there.

I will say its very clean and most of the nurses seem very nice but they are very understaffed and who ever is in charge of the food side of things needs a serious talking to.

At times it feels more like you are visiting prisoners rather than patients although prisoners probably get better food and free tv.

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Responses

Response from Manchester University NHS Foundation Trust 7 years ago
Manchester University NHS Foundation Trust

Submitted on 20/10/2017 at 10:33
Published on Care Opinion at 12:22

Thank you for your feedback. We are sorry to learn that your experience of visiting the INRU Ward at Trafford Hospital was not positive as we would hope. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

Sister Maimunah Khan, Ward Manager is sorry that you have experienced difficulty accessing the ward. Sister Khan has explained that ensuring the ward doors are locked is part of the safety measures which been put in place to keep patients safe. Sister Kahn has shared your experience with the ward staff to remind them of the importance of answering the door as soon possible, however there are some occasions when many Healthcare professionals who are involved in patient care, but are not based on the ward, are present. Such staff are not fully aware of every patient, and therefore it is not appropriate for them to answer the doors. This is to the ensure safety of all our patients.

Sister Khan was sorry to learn that your friend did not receive the meal he ordered and appreciates how unsatisfactory an experience this can be for a patient. In response to your concerns she has spoken with all staff to stress the importance of ensuring that the correct meals are ordered for patients on the ward and the negative impact that receiving the incorrect meal can have.

Nutrition is an integral part of patients care and therefore extremely important to all of the team on INRU. All patients on the ward are asked what they would like for their meal daily and we aim to meet patient's nutritional requirements. Sister Khan will also speak to colleagues in the catering team regarding your concerns about the quality of the food, ensuring there is joint working to improve patients experience on the ward.

Sister Khan would like to apologise unreservedly that your friend was left in soiled clothes for a long period of time, as this is not the standard of care she expects for patients on INRU. Sister Khan has spoken with all staff to restate the standards expected. The expectation that patient call bells are to be answered as soon as possible is to be regularly handed over at all team meetings also. Sister Khan was pleased to hear that you found the ward to be clean and you felt the nurses are nice; I will pass your comments on to the staff.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

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