"Horrified & very distressed"

About: Glenfield Hospital

My mother was transferred to ward 24 of Glenfield from Royal Derby Hospital in Sept 2011 and already deeply distressed she received treatment that was quite honestly diabolical. The ward staff with one exception (an HCA) were uncooperative, insensitive and down right rude. One example of their 'care' was when she rang her bell in the early hours to request an escort to the toilet as she'd been told she must do; the bell was ringing and ignored for almost half an hour until she was so desperate she had to go by herself. Realising she did not have the strength to return to bed alone she rang the bell again. Eventually after another 15 minute wait someone came and preceded to wake all the other patients up whilst shouting at my mother saying she was a mad woman for not waiting for them to escort to the toilet and back or was she just too thick to remember what they had told her. This came after the 4 day delay in receiving the cardiac implant she' was due to have but before she discharged before she was discharged without any information about her implant and with no relevant details of the new medication she'd been prescribed. It also took a month to have the opportunity to ask someone (an implant technician) why my mother kept passing out.

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Response from Glenfield Hospital

Dear Reviewer Thank you for your helpful feedback. We’re really sorry to learn your mother had such a poor experience at Derby and Glenfield. It is in our hospitals’ values to be polite, honest and friendly so we are really disappointed that this did not reflect your mother’s visit. She absolutely should not have had to wait half an hour or more for assistance or indeed made to feel foolish by a member of staff. We are truly sorry to hear of this especially as we always aim to treat our patients with dignity. It is difficult to explain here why there was a delay in your mother receiving the cardiac transplant but we would be very happy to look into that further in addition to the other points you have raised. Please email communications@uhl-tr.nhs.uk, with your name, your mother’s name, her address along with her date of birth and we will investigate. Once again we are very sorry to you and your mother. Sincerely Communications Team Leicester’s Hospitals

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