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Not person-centred

Posted By Sula

"Not person-centred"

About: St John's Hospital / General Medicine

(as a carer),

My mother needed to be admitted again to St John’s hospital and it seems that they have a horrendous policy of automatically moving patients regularly.

She has a confirmed diagnosis of dementia, last year it was suspected, but she had bad delirium, so I feel this is equally bad practice.

She was admitted again this year to the medical assessment unit, which at least followed some of what matters to me.... not the whole document though as no one spoke to me as her carer and next of kin. Then the next day she was moved to ward 21 (no what matters to me that I could see) and this was after I told the staff she was very distressed by the moves about last year. It is hospital policy and whilst I can appreciate the difficulty of keeping appropriate beds available for patients, I feel that not being person centred is even worse.

She became so distressed she pulled her cannula out... which made me speak to the nurses in ward 21 re moving her again, but they confirmed that would likely happen because of the policy. Luckily she was discharged suddenly and this did not happen.

I also want to drawn attention to the antiquated visiting hours, why is there not open visiting like most other health boards? It is not meeting the dementia standards of care, or even part of John’s campaign, which advocates open visiting for people with dementia so the family can support their loved one. I truly hope that the management of this hospital try and amend some of these policies to support better the patients they are caring for with dementia and lift some of the concerns of families and carers.

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Responses

Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian 4 years ago
Jeannette Morrison
Head of Patient Experience,
NHS Lothian

Submitted on 24/06/2019 at 20:19
Published on Care Opinion at 20:19

Dear Sula

Thank you very much for sharing your feedback with us via Care Opinion regarding your mother's admission to St John's Hospital.

I was so sorry to read what happened to your mother, I can only imagine what an anxious time this must have been for you especially when there had been difficulties for your mother last year.

I have shared your feedback with the senior team at St John's Hospital who I am sure will be sorry to read what has happened.

I would like to look into this in more detail and grateful if you can please contact the Patient Experience Team so that l can get your mother's details and some further information. We can be contacted:

Telephone: 0131 536 3370

Email: feedback@nhslothian.scot.nhs.uk

I look forward to hearing from you.

Kind regards

Jeannette

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Update posted by Sula (a carer)

Pleased to say that contact has been made and now waiting for someone to get back to me about my concerns. I will update here what the outcome of this is in relation to person centred care for people living with dementia and also hospital policy in regard to open visiting times.

Update posted by Sula (a carer)

Meeting held today with Agnes (Nurse Director at St Johns), Rhona, senior CN ward 21 and Rhona (PA) taking a note.

First of all there was an apology made for failing my mum in this instance, no ifs, buts or maybes, just a straightforward sorry. This was a great start, hearing acknowledgement and taking responsibility for not getting it right.

Agnes then led onto actions that have been taken forward and that includes open visiting, which started not long after my mum was in, so fantastic to hear this. Training for staff has also increased and some reflections sessions where they all look at the issues being raised and then seeing what can be done. This is a busy acute hospital and still needs to take care of the 'day job', but they are actively looking at how they can improve the experience and person-centred care for people like my mum.

I know that she is likely to be back in at some point, the move from the assessment unit is part of the process and now I am fully aware of this I can support my mum to change units in a more relaxed and positive manner, also being there for the move will help tremendously.

I have come away from this meeting feeling much more positive about the care my mum will receive in St John's in the future. Agnes did say there may be more things that are not quite right, but no system and no single person is perfect. I know this, but also am confident that we can talk through any such incidents and I would urge anyone else with fears or worries to get in touch with the staff at St John's, they will listen to you and take appropriate action.

Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian 4 years ago
Jeannette Morrison
Head of Patient Experience,
NHS Lothian

Submitted on 26/11/2019 at 16:49
Published on Care Opinion at 16:49

Dear Sula

Thanks for taking the time to feedback following your meeting with Agnes and the team at St John's last week - I was really pleased to read that the meeting went well and the actions that Agnes was able to share with you.

We have formally launched our Welcoming Policy today and this moves us to a more person centred approach to visiting our loved ones when they are in our care. The ambition is that staff will welcome families, carers and friends into our hospitals so that they can be with them at a time that matters. It sounds as though this would have been particularly important and helpful for your mum during her last admission so it is good to know that this is an option should she be readmitted.

Thanks again for keeping us updated.

With best wishes

Jeannette

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