"Standard was below what I would expect"

About: Isle of Wight Ambulance Service St Mary's Hospital

(as a relative),

Female 77 yrs collapsed at home losing motor function of right leg and in extreme pain. Waited 4 hours for ambulance to A & E. Discharged home in agony with no adequate analgesia.

Unable to cope at home found crawling on floor next morning by her husband (who is a cardiac Patient). Health professionals sent her back to hospital. Eventually admitted to ward where over a period of 2 weeks I witnessed an appalling standard of care afforded my mother.

Lack of communication, problem one, mismanagement of care, and the overall standard was far below that which I would expect. FYI I am a qualified nurse with 35 yrs experience. It appeared that processes and procedures were not an integral part of a structured ward management programme. Pain management was not managed, physio's and OT's delivery of care was on a very adhoc basis and my mother was left in a shower for over an hour with her medication given out when 'some one remembers' (Believe the majority of staff suffer with amnesia).

I feel this standard of care is worse than pre NHS. Marks out of 10 - 2 (bed and food provided hence the 2)

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Response from Vanessa Flower, Patient Experience Lead, Isle of Wight NHS Trust

picture of Vanessa Flower

I was very sorry to read of the recent poor experience of care that both you and your mother were afforded during recent contact with our services; and I would like to thank you for taking the time to provide us with this feedback.

Your comments have been shared with the senior staff in these services, who join me in offering sincere apologies for the very poor patient experience. The staff have extended an offer to meet with you to discuss your concerns directly, so that they can better undertsand the issues raised. Your valuable feedback will enable us to learn and to improve our services in future.

If you have not already raised this as a concern with us, and you would like to meet with senior staff, please contact the Quality Team on 01983 534850, and we will be very happy to facilitate a meeting.

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Update posted by retired health profesional (a relative)

I would gladly meet with all concerned if I felt management were genuinely interested in improving the service without blaming financial constraints.

It is unfortunate that in my experience there are managers who know little or nothing about nursing and nurses in management positions who know little or nothing about management. Patient focused care should be paramount and it would appear to get lost somewhere in translation which brings me back to the issue of communication.

I am back on the Island 28/1 - 30/1 and would gladly meet with someone then.

Response from Vanessa Flower, Patient Experience Lead, Isle of Wight NHS Trust

picture of Vanessa Flower

Thank you for responding if you could contact me directly via the Quality Team - 01983 534850, I will happily arrange a meeting with the relevant teams to address your concerns.

Thank you

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