My nonagenarian grandmother was admitted to hospital after a 12 hour wait in A&E. She is a strong active woman who came home weak, confused and frail. She is deaf and communication is difficult. Several of nurses I encountered seemed defensive and refused to explain what was happening to her. I appreciate they are under pressure but the family were often treated as a nuisance, despite the fact that we help her eat, use the toilet (changing her soiled clothes at the same time), and work out what she needs. We help her with her basic needs because nurses are busy or unavailable and are then told off 'for being in the way'. 6 beds are crammed into a 5 bed room, so there is nowhere for anyone to stand or sit when visiting (without being told off). The toilets are tatty too. A simple request to be present when the doctor visits became a point of conflict, a staff member simply said they'd call us - and would not respond to more questions. We have no idea if we would be called before or after - remember gran can't communicate well by herself, so we really needed to be present.
They seem to forget she is deaf or can't communicate, it does not seem to be noted anywhere prominent. She is now confused and disorientated when she was never that way. I believe her health is worse.
Staff attitude
Daily living support
Seeing the whole me
Being listened to
Toilet
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