"The whole family feel sorely let down"

About: Dumfries & Galloway Royal Infirmary / Combined Assessment Unit Dumfries & Galloway Royal Infirmary / Rheumatology

(as a relative),

Complete lack of empathy and non existent patient-centred care or consideration for family.  My terminally ill (end stage) and blind father, had not been given a sedative which he was prescribed, then sustained a heavy fall due to confusion and agitation, causing further injury and suffering. 

Turned up in morning with my mother who was extremely distressed to find him with nasty injuries to face and hand.  We had to constantly approach staff to ask for an update, it took 6 hours for someone to have the decency to come and describe what happened from notes. Handover?  Patient Centred Care?  Communication ?  Basic courtesy?  Burnt out staff?   Seemingly overworked, understaffed, unit not fit for purpose?  Left us feeling very upset and that we had been treated with disdain.
I found the attitude of the nurses who we came into contact with to be dismissive, cold and uncaring, and there seemed to be no-one in charge.
Glad to say he is now in ward 5C at Dumfries Infirmary, where staff present as caring, capable and compassionate.  The whole family feel sorely let down by failure of CAU staff to have basic communication skills and empathy for patients and relatives.  
Still not sure a datix has been logged.  Second fall in 5C but entirely different attitude from staff.  Seems like they are not treated like people in CAU.
  

Responses

Response from Annette Finnigan, Senior Patient Experience & Safety Officer, Acute and Diagnostic Services Directorate, NHS Dumfries and Galloway

Dear shudderzd89,

I am terribly sorry to hear of your experience at DGRI, this is not the standard of care that we wish to be delivering to our patients.

If you feel that you would be able to discuss this matter further, I would encourage you to get in touch with the Patient Experience Team either by email (dumf-uhb.dgpatientexperience@nhs.net) or by telephone (01387 241690) to allow us to look into this in detail.

Regards,

Annette

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