"Absolutely disgusting"

Firstly, trying to get in and later to get out of Zetland Ward is horrendous. You press the buzzer and then get ignored for 10 minutes (unless the nice men who open the door are around at the time). My parent was in Zetland Ward for a few weeks, During this time we found the nursing staff very unhelpful. When we went to nurses station we were totally ignored by staff while they continued there sweet sharing and chatting and telling jokes. We stood there several times wanting to tell them my parent was being sick. Nobody knew where the sick bowls were, so we were given bedpans to use instead for several weeks! Eventually a very nice male nurse found them on his first shift. Also i asked a nurse (once one eventually could be found who didn't ignore me) if someone could change my parent quilt cover as he had been sick all over it. After tutting she said that she didn't think the laundry had been done . We stood there for a while ... then she tutted again and went off down the corridor, i followed while she found a trolley with sheets/covers on it, She then handed me a quilt cover and said 'There you go'. So my brother and i changed my parents bedding. My parent expressed pain everyday, but was always marked down on the 2hr chart as having no pain. A food diary was suppose to be kept, but nothing was checked as to what was had and have much eaten. They just asked my parent what they had had, and had they eaten it. As like many older people, my parent could not remember so just said they had eaten it all. Even though the kitchen staff had removed lots of untouched meals from the room. But nobody checked so no wonder they were puzzled when my parent was losing weight. Medication - another problem. Tablets were just left on the table, never checked if taken at correct time. Or even taken at all. When asked for further pain killers was told that will to wait until next drug run - even though doctor had authorised extra pain relief. My parent had adverse reaction to new medication - none of the staff realised/accepted this even though my parent had extreme pain and was vomiting several times daily. Yet again it took the very nice male nurse to spot this and make enquires. Once confirmed my parents was given another medication to counteract the side effects. We asked one of the nurses what was the medication called and what did it do. She look at notes and give us the name of medication for totally different issue - she did not a clue what she was on about. I felt my parent was not given the opportunity to voice his opinions to anyone, nobody was willing to give the time or energy to sit and listen to how they were feeling / hurting. Most of the nurses didn't even acknowledge you when passing. And the best bit ....... approx 10pm on night my parent was woken up by the sound of laughter as they noticed arms & legs up in the air as a nurse went by on top of the tea trolley whizzing down the corridor! Lovely caring respectful place ......not.

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Response from Redcar Primary Care Hospital

Good afternoon Thank you for your feedback regarding your parent's experience during their stay on Zetland Ward at Redcar Primary Care Hospital. I am very concerned to read the issues you have raised and they will of course be investigated. I would be grateful if you could call Ms Janene Bonas, Personal Assistant to Mrs Mandy Headland, Divisional Manager on 01287 284429 at your earliest convenience to discuss this matter further and provide more information. Yours sincerely Mrs Linda Oliver Patient Experience Co-ordinator

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