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My Mother's stay.

Posted By Nod

"My Mother's stay."

About: East Surrey Hospital / General medicine St Catherine's Hospice

(as a relative),

My Mother was admitted to East Surrey Hospital earlier this year. She died the following month at Hospice.

I was appalled at the lack of care and non-communication between the levels of staff at the hospital. One Dr was on holiday for 2 weeks meaning a wait for a much-needed procedure, while she suffered a lot of pain with her undiagnosed cancer. When I first visited her she'd just had a stent inserted and was so thirsty.  I gave her a drink. She threw up immediately. There was no sign by her bed saying not to take anything orally. Obviously I wouldn't have given her a drink if there'd been a sign, simple things like that could save lives!

She was 88, but had only used the NHS a couple of times in her life and was proud of that. I was so relieved when she was finally taken from the noisy, busy ward to the quiet and caring St Catherine's Hospice so she could die with the dignity she so deserved.

I can't begin to imagine how it was for her in the hospital, knowing she was dying and not being able to listen to any radio or watch TV or even talk on a cell phone (no service on the ward)....Just the constant beeping sound of monitors and people rushing back and forth 24/7. Not the way she would have wanted her final days  Also I feel that the cafeteria staff could do with some hospitality training too!

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Responses

Response from Katharine Horner, Patient Safety and Risk Lead, Surrey and Sussex Healthcare NHS Trust 4 years ago
Katharine Horner
Patient Safety and Risk Lead,
Surrey and Sussex Healthcare NHS Trust

Submitted on 01/10/2019 at 10:29
Published on Care Opinion at 10:56

I was very concerned to read your account of the care received by your mother at East Surrey Hospital. I am extremely sorry for your experience.

I have spoken this morning with the Palliative Care team and they would like the opportunity to review the care that your mother experienced to identify the opportunities for improvement. Could I ask you to e-mail me your mother’s details and whether you would be prepared to talk to one of our Nurse Consultants?

I can be contacted on katharine.horner@nhs.net, or by phone on 01737-768511 ext 6566

Thanks,

Katharine

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Response from Paula Tucker, Deputy Chief Nurse, Trust, Surrey and Sussex Healthcare NHS Trust 4 years ago
Paula Tucker
Deputy Chief Nurse, Trust,
Surrey and Sussex Healthcare NHS Trust

Submitted on 01/10/2019 at 11:04
Published on Care Opinion at 11:04

Dear Nod

I am so sorry to hear of you and your mother's poor experience at East Surrey Hospital. Please accept my apologies.

I am more than happy to look further into this if you would like to contact me on nicola.shopland@nhs.net

best wishes

Nicola Shopland

Divisional Chief Nurse

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Update posted by Nod (a relative)

To whom it may concern,

Thank you for your prompt response. I believe my sister may have already hand-written a letter to you shortly after my mother's death, with which you have already responded. I wrote this to relief some of the anger I am still feeling at the lack of care she received at East Surrey.. I live in U.S, so calling is probably out of the question. My mother's name was Muriel and she was on Brockam Ward in March/April 2019.

Sincerely,

Response from Paula Tucker, Deputy Chief Nurse, Trust, Surrey and Sussex Healthcare NHS Trust 4 years ago
Paula Tucker
Deputy Chief Nurse, Trust,
Surrey and Sussex Healthcare NHS Trust

Submitted on 02/10/2019 at 14:28
Published on Care Opinion at 14:28

Dear Nod

I am so sorry you still feel angry; if you wish for any further correspondence please do contact me on my email above.

best wishes

Nicola Shopland

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Update posted by Nod (a relative)

Thank you for your response Nicola, however I feel that there have been a lot of "nice words" and apologies used by staff members after the fact, but it still doesn't change the coldness and miscommunication of some of your staff. My mother suffered terribly when there was no reason for it. I understand that you're all busy and there are some wonderful workers there (a lot of them seem to be the lowest paid ones).

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