"Treatment of elderly patients that need care"

About: West Middlesex University Hospital

Accident and Emergency are excellent, they respond quickly enough depending on the situation. The problem arises when you are taken into a ward. The doctors no longer have the same decision making skills, they are more involved with filling in paperwork. My mother fell down the stairs in the night and went to hospital by Ambulance, the Ambulance staff were fantastic, caring and human. A&E only conducted a neck x-ray and CT scan, why did they not do a whole body x-ray as this is an 80 year old falling down a flight of stairs in the night.... shocking! Once she was transferred into the Ward it was like she was no longer a priority, she was put into a collar laid on a bed from 6.00 am. on Monday 24th February and was nicely drugged up to get rid of her pain, she was dilusional, she was crying in pain, her lips were dry and she could not speak coherently, but she was just left. After chasing the doctor rushed in and said St. Mary's hospital have said she can sit up (appearing to be extremely busy) looked at her back as she was crying with pain, said they need a spine x-ray and left. We kept asking the staff when this was likely to happen as we thought if she has no fractures in the back then she will be able to sit down and hopefully the back pain may subside. The nursing staff said it may happen today it may not we can't guarantee anything! So we stayed and at 8.30 pm they did the x-ray, then we waited in reception and lo and behold were told that the ward duty doctor cannot diagnose it has to come from St. Mary's. So we left and went home, today is Thursday and my mother is still on her back.I will now go to the hospital at 2.00 to see whether anything has been done

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Response from West Middlesex University Hospital

We are sorry to hear that your and your mother’s experiences at our hospital have not been of the high standards we aim for, for all our patients. We want the opportunity to investigate the concerns you have raised in your feedback. Please could you get in touch via our PALS (Patient Advice and Liaison) team on 020 8321 6261 / pals.service@wmuh.nhs.uk Tessa Longney, Head of Service for Surgery and Critical Care. Any patient, relative or carer who has concerns about care and treatment at the hospital is encouraged to raise these as soon as possible. Each ward and department has a manager who will be able to listen and investigate any issues. We also have matrons for each area, sometimes overseeing a number of wards, who you can ask to speak to. Alternatively our PALS team are here to help improve our services to patients. The service is completely confidential.

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