"All we want is for this patient to receive the best care possible"

About: University Hospital Of North Durham / Older people's healthcare

(as a relative),

I have been in to visit an elderly relative on Ward 5 several times per day since they have been admitted and each time left upset and frustrated about the level of care offered to them.

They are moving this tired and frail person around several times per day causing them to use their last ounce of energy simply because they need the toilet. The person previously stayed at Sunderland Royal Hospital who never put them through this level of what I consider abuse. However, apparently this hospital does not stock adult diapers. We have gladly provided some from the home and will continue to do so, and I truly hope the nurses use them as is it absolutely heartbreaking to see them go through the bed changing procedure they subject them too almost hourly.

The patient was also taken down for a scan, during visiting hours, only to be told on arrival that the scan had already been done. While this is only a minor inconvenience for the family, the patient was stressed by this and unnecessary anxiety was caused by moving the patient for no good reason.

Several other instances of the patient being in need and having to pester the nurses to get any attention have left me very anxious every time I have to leave the hospital. I truly hope the required care is being given when the family isn't present, but given what I have seen I don't have much hope that this is the case.

As a family we are extremely frustrated and feel like we are having to keep on top of everyone just to get the patient the care she needs. We don't want to do this or want to have to do this; all we want is for this patient to receive the best care possible.

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Response from University Hospital Of North Durham

Thank you for providing feedback on your relatives poor experience on Ward 5 at the University Hospital of North Durham. I am very sorry to hear that you were unhappy with your experience on this occasion and we will make sure your feedback is passed to the current ward sister and Matron to discuss with staff on your behalf. We would welcome the opportunity to discuss your concerns with you. If you feel this would be useful please contact the Trust’s Patient Experience Team on 0800 7835774. If you would prefer to contact us by e-mail, our address is patient.experience@cddft.nhs.uk If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients. Thank you for leaving your comments on NHS Choices. Patient Experience Team County Durham and Darlington NHS Foundation Trust Tel: 0800 7835774

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