"Unhappy with my mother's care at Pulross Intermediate Centre"

About: Pulross Intermediate Care Centre

(as a relative),

My Mother was admitted to the Pulross in December 2013 for rehab following a hip replacement. She was very distressed on admittance and her regular physiotherapist visited her on the same day - he recommended that she return home for community rehab. This advice was ignored by the inpatient team.

She had been admitted able to walk with the assistance of two people but the team had not received this information and refused to chase it. Thus, they undertook very little physio with her. Then, when left unattended, she fell. No immediate damage was noted other than obvious distress. However, it was clear that she was in pain.

This was ignored AND denied by the staff until I witnessed a nursing assistant acknowledge her pain. She then reported this to senior staff. A doctor attached to the centre examined my mother by doing no more than by counting her limbs! He did not speak to her or touch her - and when I questioned his action (or inaction) he said he was in a hurry, as he had a taxi waiting.

I demanded that my mother be returned to King's College hospital for an x-ray, which took a further three days to arrange! I then returned to collect my mother's belongings and attempted to discuss our experience - I was met with an irritated junior physio and, despite being my mother's physio, had very little knowledge of her even though she had been there for ten days. When I asked what physio my mother had received, the doctor told me that they hadn't been able to do much work with her as she was in so much pain.

We had previous experience of the Pulross through the out-patient facility there (a separate team) and I cannot fault their wonderful work but out experience this time was desperately poor, and we feel this service needs thorough review. It should most certainly not be described as rehab - my mother deteriorated there!

My mother went on to stay another week at King's before returning home - she was walking again within one week of receiving community rehab!

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Rachael Twomey, Patient Information Lead, Guy's and St Thomas' NHS Foundation Trust

I am sorry to hear of your concerns with the Inpatient Unit at Pulross, and am pleased to hear of your satisfaction with the service you recieved from the community and out patient aspects of the service. Your feedback has been shared with the management team responsible for these services.

As you will understand, they will not be able to respond to issues raised anonymously on a public website, however if you have any additional questions or concerns, I hope you will contact PALS on 020 7188 8801, 020 7188803 or pals@gstt.nhs.uk and they will be pleased to look into these issues in more detail.

  • Laura153 doesn't think this response is helpful
    {{helpful}} of {{totalOthers()}} other people think it is helpful

Update posted by Laura153 (a relative)

This response has not attempted to address any of the issues raised and to do so does not compromise anonymity. The issues are:

- information sharing (ignoring another, better experienced professional & refusing to communicate with referring hospital)

- patient safety (falls, leaving patients unattended for long periods of time)

- no doctor available when required and when available on regular round, shows no interest in patient

- lack of recognition of pain

- inability of the Unit to refer for x-ray when required

- lack of rehabilitation (the Pulross is "sold" to patients as having physio sessions 7 days a week - this is not the case - the physios at the Pulross are rarely seen!)

Please address these issues publicly - the public has a right to see the response.

Response from Rachael Twomey, Patient Information Lead, Guy's and St Thomas' NHS Foundation Trust

We take your feedback very seriously and want to fully investigate the points you have raised. A senior clinician of our services would do this and would like to invite you to a face to face meeting or a telephone discussion.

Please could you let our PALS team know the most convenient telephone number to call you on in order to progress this. (PALS telephone opening hours are 9am - 4pm, Monday to Friday. A voicemail message left over the weekend would be answered by a member of the PALS team on Monday morning).

  • Laura153 doesn't think this response is helpful
    {{helpful}} of {{totalOthers()}} other people think it is helpful

Updates, changes and questions related to this story