"I found one or two auxillary staff ..."

About: Kettering General Hospital

(as a relative),

What I liked

I found one or two auxillary staff helpful and supportive. They had little or no knowledge about dealing with my mother who had suffered a hip truama and who also was in the late stages of Altzheimer disease. Some staff tried but not enough. As my mother's carer I felt marginalised and more often dismissed. Staff did not appear to understand the system they were working in and messages about nursing care were often conflicting. On two occasions staff waited until the late session of visiting hours to offer me information about my mother. On several occasions this information was traumatic. Leaving me distressed and distraught. There were a number of issues around my mother's discharge. Sadly after discharge my mother was further admitted to this hospital where she died. I have many wonderful memories of her. However, I am left trying to get over the awful memories of her last days at this hospital. I have not raised these concerns before - too tired and traumatised. But, now my father has been admitted to hospital and on the same ward. I am feeling anxious and fearful for him.

What could be improved

Staff training on communication skills. Managing staff in their day to day duties. Particularly supporting those patients with different forms of dementia. Training in listening skills - talk to the carers.

Older people matter.

Some basic training on values. Respect, humanity and compassion.

Story from NHS Choices

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