"Appalling behaviour towards my elderly grandparent..."

About: North Tyneside General Hospital

On 22/03/2015 at 5pm my 83 year old elderly granddad took ill in his own home. Once we arrived we could obviously see he was in distress and poorly. Due to his age and the symptoms he was having we rang 999. It took an ambulance 30 minutes to get to him despite him having chest pains, pains in his left, shortness of breath and vomiting. Once the paramedics arrived he was given paracetamol to take down his high temperature and taken via ambulance to the A&E. I fully empathise and understand how demanding the hospital can become when prioritising patients however my granddad was taken into a room which had a blood stained bandage left on the floor, along with open wrappers used from previous medical equipment. I, myself, had to pick up that blood stained bandage using a dispose glove and dispose of it correctly. This is totally unacceptable, the hygiene in that room was utterly appalling. I am currently doing a degree in healthcare practice and Public Health so I am fully aware of the importance of infection control within the hospital. An emergency care nurse came into the room to take a few tests. Their attitude was abrupt and rude. As the nurse was exiting the room they made a pointing gesture towards my granddad and made a rude remark while sniggering. I was furious at this level of care. I am pretty certain the staff have no awareness or education with the 6 C's. I could not believe someone, who has a career to care could be so insolent. My granddad was then forced to wait in the waiting for up to 3 hours area despite still having a high temperature and in need of an IV drip and antibiotics. I am more than dissatisfied with this level of care. My granddads duty of care was not even taken into consideration and he was left waiting, feeling unwell and unsettled.With many years of working in relation to care with the elderly, I was disgusted at the disregard to hygiene in the patient's rooms. I would not recommend this hospital to anyone who needed medical treatment. I am taking this complaint further and perhaps the hospital should contemplate training their staff to be more compassionate towards their service users.

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Response from North Tyneside General Hospital

Dear Sir / madam, Please forgive this - the level of care and behaviours you describe are completely unacceptable and I can only apologise for any distress this may have caused either you or your Grandad . We need to act very quickly to avoid this happening again in the future - unfortunately because this is an anonymised post, we have no means of establishing which members of staff were on duty that night. Would you mind sending me your details so that I can contact you directly ? Thanks my email is Annie.laverty@nhct.nhs.uk Many thanks for working with us on this, Annie

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