"How my mother was treated"

About: Heartlands Hospital

My mother, was admitted to this hospital in Feb 2014, at around 10 30pm as she had fallen down the stairs. The following items are of concern: 1. She and my father were given no information around what the process was, how long they would be required to wait, or indeed what was happening. They were in the hospital for around 7 hrs so plenty of opportunities were missed by staff 2. A nurse told her she would be "screaming tomorrow" with pain - facetiously. This is not exactly reassuring or amusing. The nurse then omitted to actually supply her with any painkillers whatsoever, so when I arrived next morning, I spent half the day vainly trying to track down a doctor and then a pharmacist who would supply me with something strong - I had to buy pain relief over the counter. A huge amount of hassle that would have fallen on my elderly father if I hadn't been there. 3. Most terrible of all - when she said that she needed the toilet, the nurses told her to wet the bed. This was witnessed by my father and left my mother in considerable distress. She did wet herself - I wonder how exactly is this respectful of patients? I am well aware of what constitutes good care, and I suggest that your nurses need to be better informed regarding what this means.

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Response from Iona Belgrove, Patient Services Manager, Heart Of England NHS Foundation Trust

I am sorry to hear about this and am concerned by what your mother was told by the nurse. If you could let me have some more details that would be very helpful. I can be e-mailed on iona.belgrove@heartofengland.nhs.uk or contact Patient Services on 0121 424 0808.

My apologies and I hope your mother is now making a good recovery.


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