"I cannot get any understanding of when she is gong to get better"

About: Kettering General Hospital / General medicine

(as a relative),

My mother was admitted to this hopsital after a suspected accidental overdose. We found out almost immediately that she had a water infection, which in geriatric patients can lead to confusion. We were told that this would clear up after a couple of weeks. 7 weeks later and they are now talking about my mother's 'dementia. I have explained that she doesnt have dementia, although she is still suffering confusion and odd behaviours. Her care has been less than pleasing. If you ask a nurse aboslutely anything I am met with 'I dont know, it never happened when I was here, no-one said anything at handover'. My mother has become incontinent and I noticed urine burns on her thighs, when I aksed about these the nurse wasnt aware even though Mum said it had been like this for days (confirmed by my sister). IF she has had this for days, why hadnt a nurse or care assistant noticed when they were showering her? She is left to eat on her own, even though she wont. She is given medication and when she doestn take it, the nurses simply shrug. I am frustrated beyond belief. When I ask to speak to the doctors they are only available 9-5 (I wish I had one of those jobs). How many people are available during the day only? One of the nurses is indulgent, and speaks very nicely about my mothers condition and I want to scream 'SHE WANT LIKE THIS BEFORE SHE CAME IN HERE! ' She never had dementia, she want confused, she certainly wasnt left to sit in her own urine: -( I cannot get any understanding of when she is gong to get better, or even a respectful conversation about what the cause of this might be.

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Response from Sarah Thomas, Complaints Manager, Kettering General Hospital NHS Foundation Trust

I am sorry to hear of your concerns regarding your mothers care at Kettering General Hospital. I would urgently like to investigate your concerns further. Please can you contact me on 01536 491766.

Amie Burrows

Complaints Co-ordinator

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Update posted by beyond frustrated (a relative)

I am pleased to say that following my posting I was contacted within hours by the Hospital complaints co-ordinator, Amy. She has been more than helpful. She coordinated a meeting with the consultant, the head of nursing and the doctor responsible for my mothers day to day care. I have to say that my complaint and my concerns have been dealt with in a most effiecient and professional manner. The consultant took great pains to explain exactly what he thought the diagnosis might be, he explained that a confirmed diagnosis is not possible at the moment but explained fully where he thought this was heading. The head of nursing agreed that certain standards have not been met and assured me that these issues would be addressed. The doctor confirmed all actions taken and why, and all actions not taken ad why not. They were perfectly open to my challenges and responded as fairly as I could expect. I feel a lot happier and am glad that my complaint may have just informed future practices and will act as a reminder that relatives count when their loved ones are in distress.

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