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"My grandmother suffered poor care before she died"

About: Southmead Hospital / Older people's healthcare

(as a relative),

My grandmother was admitted to Gate 9A at Southmead Hospital.

She told us that the staff bullied her. We thought my grandmother was exaggerating about her treatment but after catching staff twice on video calls shout at her, we knew she wasn't joking.

The first time they told her off for being on the phone and awake after 8pm. But it was a private room and she's an adult.

The second time they told her off, calling her disgusting for soiling the bed. But she'd been asking for assistance for hours to get to the bathroom and they had ignored her.

By the time we could get her out, she had developed covid and she had to stay another 10 days. After another 10 days, she finally got taken to respite care. When she arrived the ambulance driver had to use a stretcher as she could no longer walk or sit up, even though they told us she was having physio to ensure she remained mobile.

The nursing home was great and provided amazing care but I believe the damage had been done. She was so frail after the hospital stay that she picked up another infection and couldn't fight it off. She refused to go back to hospital out of fear.

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Responses

Response from Sue Needs, Deputy Advice and Complaints Team Manager, North Bristol NHS Trust 2 months ago
Sue Needs
Deputy Advice and Complaints Team Manager,
North Bristol NHS Trust
Submitted on 06/06/2022 at 08:27
Published on Care Opinion at 08:27


Dear Mez2004,

I am so very sorry to read of your grandmother's experience during her recent admission to Southmead Hospital, this is not the experience we we would want for any of our patients. I am sorry for the distress that this has caused your grandmother and your family.

If you would like to contact us on to discuss your concerns further please email us at complaints@nbt.nhs.uk or call on 0117 414 4567.

Sue Needs,

Complaints Manager

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