"Fair Oaks Ward - Poor"

About: Cannock Chase Hospital

We totally agree with the earlier feedback from Stephanie Jenkins. Our experiences appear to be very similar particularly re the lack of active rehabilitation. In summary: Both out relative and the family experienced poor care, a lack of compassion and poor communication. For a rehabilitation ward we found the atmosphere of the ward to be very unfriendly in terms of the environment and the attitude / relationships with staff. Communication between staff members from shift to shift was very poor, particularly with nursing staff. Although we appreciate that staffing levels were low on this ward, this should not mitigate from treating people as individuals. Despite our attempts to give the admitting staff nurse a history of our relative, there did not appear to be any interest taken or recorded. Fortunately the doctor on duty at the time of the admission appeared to take note, however we did not see her again. We would question how a plan of care with realistic rehabilitation goals can be put into place if staff are not aware of the patient's capabilities / normal functions prior to admission? It took ward staff 2 weeks to offer us the booklet "About Me" to complete; surely this should be given out for completion at the time of admission? In addition our induction to the ward was non-existent. Again it was 2 weeks post admission that we learnt that there was a garden and a TV room that could have been utilised, and would have been very beneficial for our relative’s progress. We asked a member of staff if they would oversee the use of the bed side entertainment system (TV) on behalf of our relative, to be told that they did not know how to use it. Come on nursing staff.... this is a rehabilitation ward with many older patients who are not used to dealing with this sort of system (and in some instances unable). With regards caring and compassion: everyday for 2 weeks our relative was sat out by the bed with little stimulation and we saw a deterioration in general condition and demure. We asked to meet the care team to understand and help with the intended plan of care. At this meeting we were concerned that the team did not appear to know anything of the personal details about our relative even though he had been in their care for 2 weeks. While we appreciate the need for protected meal times we were not encouraged by the ward staff to stay and help feed our relative despite the fact that there had been a large weight loss and decrease in appetite over the 2 weeks in the care of Fair Oak ward. On several occasions when we visited, there were numerous drinks positioned in front of him but we saw little effort by staff to encourage him to take the fluids The Ward staff should note that there are many relatives who would be only too willing to be involved in feeding and nutrition and could be used more effectively. With regards cleanliness although lots of facilities for hand-washing we saw very little evidence of their use.

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Response from Head of Patient Experience, Mid Staffordshire NHS Foundation Trust

I am sorry to hear that you were dissatisfied with the care your relative recently received on Fairoak Ward. We really try hard to improve our services based on the comments we receive from our patients and their relatives and would therefore like the opportunity to discuss your experiences more fully and to apologise in person. I would appreciate it if you would be willing to contact Matron Marson to enable this. She can be bleeped via switchboard on 01785 247731 bleep 6678

Kind Regards

Angela Grocott

Head of Patient Experience

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