"My 93yr old mother's safety was at risk due to very poor assistance to use the toilet in the eye department outpatients department"

About: Royal Berkshire Hospital / Ophthalmology

(as a relative),

My 93yr old mother needed to use the toilet and I asked a nurse for assistance. My mother cannot stand and has dementia.

The nurse took us to another floor to use a disabled toilet which was very low and I said my mother would not be able to use it as she has no hip on one side and a severely arthritic and painful knee on the other side and cannot stand. I was expected to help the nurse as she made no effort to get another professional to help.

My mother was crying out and the nurse tried to lower her out of the wheelchair to the toilet. The nurse then left to get a hoist and left us unattended for at least 10minutes and my mother was crying out. It was very distressing and I called for help. Three other nurses came in and one got a hoist.

The first nurse then came back with unsuitable equipment and was asked to take it back by the other nurses. The nurses were not sympathetic to my mother who by this time had very bad cramp and was still perched on the low toilet. It took some time to lift her with the hoist back into her wheelchair.

My mother and I were shown no respect or kindness and this was following a 2hr ordeal in the eye department where my mother is being treated for macular degeneration.

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Response from Royal Berkshire NHS Foundation Trust

Thank you for your feedback. We are very sorry to hear that your mother had such a distressing experience in the Eye Department.

In order to investigate further and to improve the nursing care, the matron for the area, Tris Mills, would very much like to discuss the issues with you in more detail.

If you could call him on 0118 322 8918, or via the Trust switchboard 0118 322 5111, we would very much appreciate it.

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