"Poor care + patient's comfort & needs not the..."

About: Heartlands Hospital

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I visited an elderly friend on a daily basis for nine days. I was a witness to some of what North Stafford hospital reports highlighted in the media. It seems it is a disease in the NHS. Patients were ignored when requesting toileting, leading to incontinence, screaming with pain, poor pain management, dehydrated and unable to reach and have drinks independently and unavailable and unapproachable staff and nurses’ indifference and lack of support. Also senior nurses not actioning what they proposed such as review of painkillers as only on paracetamols for severe pain, and lack of regular pain killers when strong ones prescribed. Another omission was also failure to ensure dietician was involved (5days later) as patient had poor appetite and was not eating well with a risk of malnutrition, as agreed by a senior nurse. Food charts may have been completed but did not seem to have been analysed, so defeating the object of the exercise. Lack of patient’s oral hygiene and encouragement and ensuring of oral fluids to prevent urine infection other than relatives’ and friends’ visits. The quality of the staff was poor as well as the quantity and there seemed to be poor communication and interpersonal skills. Senior staff seeming to want to blame their subordinates when they are responsible for the failures due to the moral and the very poor quality of service delivered.

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Response from Iona Belgrove, Patient Services Manager, Heart Of England NHS Foundation Trust

Dear Anonymous

Thank you for taking the time and trouble to highlight your concerns regarding one of the wards at Heartlands Hospital.

Could I please ask for you to contact me so that I can investigate further as you have raised some concerning issues on 0121 424 0808.

kind regards


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Response from Heartlands Hospital

Heart of England NHS Foundation Trust would like to take the opportunity to thank you for your feedback and comments on NHS Choices website, this website also feeds into the Patient Opinion website, www.patientopinion.org.uk which is viewed daily by the Trust and a response to your posting will be available here. If you are unable to view the response and would like to discuss further please do not hestitate to contact us (Patient Services on 0121 424 0808) alternatively on www.patientservices@heartofengland.nhs.uk Kind regards Patient Services Department

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