"Unacceptable attitudes"

About: Royal Derby Hospital

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I am saddened to post this as an NHS employee of 27 years but also feel obliged to do so. I accompanied a relative firstly to A and E moving into MAU and cannot believe how poor our experience has been. Fortunately I do know my way around the system and have enough knowledge to know what I need to be looking for and asking about. However, I observed and talked to many patients and relatives who were not in this position who were extremely frustrated with the systems in place and the lack of basic care. What concerned me most was the attitude of the staff. Yes, I get that you have had a busy night but you know what.. none of us were there by choice either. There was much huffing and puffing from the sister in MAU when asked a simple question , " I am not looking after your relative you will need to find someone else" Guess what- nobody else is around except a room full of poorly patients kept uninformed about what's going on. Not a bite of food or drink offered in a 13 hour stay for the patient. What happens if there is nobody there to go to Marks and Sparks for them or unhook and hold up their drip ( held up by a big paperclip on a rail :/) to take them to the loo? I tell you what happens .. They get left because nobody answers the call button. That's if you are lucky enough for the call button to be left in reach. Sorry but you need to go back to basics here and please stop giving your excuses and frustrations to the patients. Very little compassion and care on display today and this is simply unacceptable.

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Response from Royal Derby Hospital

Thank you for your feedback. May we apologise for your poor experience. As a direct result, we have ordered new drip stands; one for each bed space. We have also shared your comments with the sister on duty, we feel it cannot help the junior team to see poor leadership like that. Finally, we are pleased to report a new role of emergency department assistants. Their focus will be on feeding patients in ED and MAU. The Trust has introduced a snack system and we have a constant supply to be readily available. If you would like to discuss your comments further then please do get in touch via our PALS team on freephone 0800 783769. Thank you for raising the concerns. We can only improve our services by listening to our patients and their families. David Ainsworth, Acute Medicine General Manager

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