"Shocking lapses in care"

About: Whiston Hospital

My father was admitted after falling and breaking his hip. Ambulance took 2 hours to reach him because he was deemed to not be a priority - 89 years old and on the pavement in temperatures of less than 3C, who could have been more of a priority? Treatment on ward varied day to day. Professionalism of some staff left lot to be desired. He became dehydrated and no one noticed. I couldn't get information over the phone as I didn't have a password and as I live 220 miles away it wasn't possible to 'pop' in and set one up. He became delirious no one noticed. Fell twice, no one noticed. Buzzer not near him to call for help. Soiled himself several times, once because staff forgot he'd asked for a commode, buzzer had been moved out of reach so another patient called nurses. No dignity for someone of his age. The way staff spoke to some patients was unprofessional and downright appalling. Two random women visited him to talk about long term care, talked about transferring him to a nursing home in Kirkby which upset him a lot - no information left or involvement with us - no one on ward knew who they were, no record of them visiting in notes. Found out they were from a new department called In Reach over whom the ward staff have no control. Visiting very limited and timed to 1 hour which is not long enough when we had to use this time to try to speak to staff. Staff unhelpful to the point we had to contact PALS to get some results, kept saying things like 'nothing in notes' without even referring to them. After that meeting with ward manger things improved then soon slipped back to how they were. Staff think its amusing for me to call him my father as I can hear them giggling when I am on the phone. He's now been transferred to the Duffy suite in St Helens, in my opinion just in the nick of time as they are very concerned about how undernourished he is and how frail he is. Before his fall my father walked to the paper shop every day, did his own personal care, drove his car, was doubly continent, could cook for himself and was coherent. Now he has been catheretised, can be incontinent, is very frail, has episodes of delirium and can't walk unaided I believe because physiotherapy was intermittent. He is no longer dehydrated because we did something about it.

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Response from Whiston Hospital

Thank you for raising your concerns, I am very sorry to hear of your poor experince and dissatisfaction. We would like an opportunity to explore this further so that we can find out what happened and so try to ensure that a situation like this does not happen in the future. If you would kindly contact the Patient Experience Team on 0151 430 1376 we would be happy to discuss this with you

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