"Visiting relative"

About: Freeman Hospital

Went to visit my grandma on ward 14 and was disgusted to know that the previous night she had been waiting an hour for someone to take her to the toilet having pressed her buzzer several times. Whilst I was visiting a lady next to her pressed her buzzer over 30 times so I went to find out if anyone was coming to help and all the nurses were stood around chatting whilst the buzzer kept going off and when I asked if they would come and help they looked bewildered at my request. It turned out the lady wanted to go to the toilet and God knows how long she'd be waiting if I'd not have send anything. I understand they're busy but they shouldn't be busy talking about what they're having for tea when there are ill old people that need care. She was on ward 14

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Response from Freeman Hospital

Thank you for taking the time to post your review on NHS Choices. We are extremely sorry to hear about your Grandmother’s experience and wish to apologise for the distress this will have caused. We always expect staff to be responsive to the needs of our patients and it is most regrettable that your Grandmother and the patient you mention, did not receive the support and care that they required in a timely way. We have raised this with the management team and ward sister who will investigate your concerns. If you have ongoing concerns, please be aware that we have a HELP service so if at any time you think that care is not safe, clean or personalised, you can raise your concerns. You can find out more information and contact details on our website at the address below: http://www.newcastle-hospitals.org.uk/patient-guides/comments-suggestions-or-complaints.aspx Thank you once again for bringing this to our attention.

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