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Care Opinion

Lack of dignity and respect

Posted By DisgustedRelative

"Lack of dignity and respect"

About: Crosshouse Hospital / Respiratory medicine

(as a relative),

My mother in law was transferred from ward 4F down to 3B and upon arrival, there was no sliding sheet available to help move her up the bed (she is struggling with mobility and also had a chest drain in situ, making it even more difficult). Instead a plastic bag was placed under her bottom to try and get her up the bed that way instead. She ended up messaging someone she knows within the hospital to ask if they could find a sliding sheet and send it up to 3B for her to use. Also, for 4 days, her buzzer did not work. She ended up having to use her own mobile phone to call the switchboard, ask to get put through to the nurses desk in 3B and request somebody come and help her out of the bed so she could try and go to the toilet. Utter disgrace! Dignity and respect? Person centred care? I think not! This ward should be ashamed of the standard of patient ‘care’ they are providing!!

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Responses

Response from Cheryl Mackenzie, Patient Experience Facilitator, Patient Experience Team, NHA Ayrshire & Arran nearly 2 years ago
Cheryl Mackenzie
Patient Experience Facilitator, Patient Experience Team,
NHA Ayrshire & Arran

Gathers feedback on the patient's journey

Submitted on 29/07/2022 at 15:31
Published on Care Opinion at 15:46

Thank you for taking the time to provide feedback about your mother in law's recent experience. This must have been a very stressful time for her and for you. You will receive an additional response in due course.

In the meantime, my role is with the patient experience project team. We are currently circulating an inpatient experience survey and would be very interested in hearing about your experience in more detail.

If you would be interested in speaking with a member of our team or link to this survey, please email us with your contact details to:

patientexperienceteam@aapct.scot.nhs.uk

Kindest regards,

Cheryl

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Response from Linda Russell, Business Manager, Management Offices, Crosshouse Hospital, NHS Ayrshire & Arran nearly 2 years ago
Linda Russell
Business Manager, Management Offices, Crosshouse Hospital,
NHS Ayrshire & Arran

Submitted on 01/08/2022 at 08:51
Published on Care Opinion at 08:51

Thank you for sharing your feedback and I was really sorry to hear of your mother-in-law's poor experience of our service. Please be assured that this is not the caring, compassionate person-centred care that we aim for.

We would welcome the opportunity to look into the concerns that you have raised in more detail and if you think that would be helpful, please feel free to either email me, linda.russell7@aapct.scot.nhs.uk or call me on 01563 826210.

With best wishes,

Linda

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Update posted by DisgustedRelative (a relative)

Thanks for your reply. My mother-in-law does not want to provide her details for fear of reprisal. We do ask that this complaint is shared with Ward 3B

Response from Linda Russell, Business Manager, Management Offices, Crosshouse Hospital, NHS Ayrshire & Arran nearly 2 years ago
Linda Russell
Business Manager, Management Offices, Crosshouse Hospital,
NHS Ayrshire & Arran

Submitted on 01/08/2022 at 15:28
Published on Care Opinion at 15:28

We will, of course, share your feedback with the staff on Ward 3B for their reflection and consideration of what more could have been done to minimise your mother-in-law's distress at the time.

I can confirm that additional supplies of sliding sheets have now arrived and that the faulty nurse call buzzer has been reported for repair.

Please pass on our sincere apologies to your mother-in-law for the added upset that these issues have, understandably, caused her, which I appreciate will have compound an already very stressful situation.

I note that your mother does not wish to pursue a more detailed investigation at this time but if she changes her mind at any point, please feel free to contact me.

In the meantime, please pass on my good wishes to your mother-in-law for her recovery.

Linda

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