"My elderly mothers stay"

About: Raigmore Hospital / Geriatric Assessment

(as a relative),

Mum appeared to be getting well looked after by the staff during her 4 and a half weeks stay in ward 5C.  My brother was only able to visit her twice due to him not living in Inverness. I myself live 4 hours away as does my sister.  My brother and I took turn about phoning daily for updates on our mother.  This we found very frustrating as the information we were given about our mum was very limited and sometimes the staff came across as very rude and just so matter of a fact.  Other staff on the occasions we talked with them  for example, student nurse Sarah, was lovely and spent time reassuring us that our mum was indeed doing well,  thank you Sarah.  The occupational therapists were also amazing and very good at keeping myself informed with what my mum was going to require to get her home safely. 

On one occasion after my brother had called the ward he got told mum had just had her head bandage changed.  Now that was a complete surprise to us, so I tried to call the ward to enquire what had happened. Long story short after over 2 hours of calling the ward (unable to get to speak with the appropriate person), I got told that the information my brother had been given was indeed about another patient.  This was extremely concerning and as a family we were greatly concerned and worried that we had been given the wrong information about our mum.

Our mum returned home recently and has been sent home without her hearing aids in.  My mum is registered blind and extremely deaf!!! When I called to enquire about her aids I was told that she most definitely has gone home with all her belonging that she came into hospital with. Half an hour later I received a call from the ward nurse in charge to inform me that my mums hearing aids have been located and are in your audiology department getting repaired!.  Why was a registered deaf/blind lady sent home without her hearing aids?? Why could they not have been repaired before her discharge? ( she had been in your care for 4 and a half weeks). How will my mum get her aids? (She has no family in Inverness) 

As a family we do understand that under this present covid 19 pandemic that the hospital staff work hard, however we feel a bit of compassion towards family's at this time would benefit people to feel that their loved ones in your care were indeed being cared for.

We have been unable to talk with our mum throughout the time she has been in hospital and now that she has been sent home with no hearing aids ,  then we do not know when it will be possible to speak with her as she can not hear anything over a phone!


Response from Sylvia Fraser, Complaints Manager, Raigmore Hospital, NHS Highland last week
Sylvia Fraser
Complaints Manager, Raigmore Hospital,
NHS Highland
Submitted on 17/09/2020 at 11:38
Published on Care Opinion at 11:38

Dear rainmb63

Thank you for posting your family's experience highlighting the problems you incurred whilst attempting to obtain updates regarding your mother's health and ongoing care during her admission to Raigmore Hospital.

I am sorry to read of your experience. We would like to review this matter formally for you in order to understand what occured, and how we can make changes to improve communications. If you would like to do so, please contact the Feedback Team at NHS Highland on nhshighland.feedback@nhs.net or by calling 01463 705997.

Please accept our apology for the events that occured during what was a very worrying time for you and your family.

I have forwarded your message to the Divisional Nurse Manager for her attention. She will review this and take any action necessary to improve our service for all patients and family's.

I would also like to thank you for your lovely compliments regarding Sarah and the Occupational Therapists.

With best wishes


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