"Ignoring patients on ward 40!"

About: University Hospital (Coventry)

My granddad recently had a bad fall and was taken into hospital, we then found out he had a urine infection and as he is quite forgetful of what tablets are for what and when to take them. He was taken to A&E and then to Ward 40, Area 1 in the university hospital on Tuesday 14th July 2015. Thursday 16th July 2015 he was complaining that he wasn't being looked after, the nurses could not speak clear english and that he wanted to come home. On Friday 17th July 2015 we had a phone call from the hospital to say he had fallen over but is okay, Today Saturday 18th July 2015 he told us that he had been ringing the bell for assistance and had been ignored, so he took into his own hands to try and make it to the toilet in which he fell and had a 'accident' in which they said when he needs the toilet ring the bell and they will come to assist him. He informed us that at approximately 4am Saturday morning he was ringing his bell for over an hour and had no assistance? he proceeded to wet the bed as he couldn't walk on his own and his walking frame had been moved away from his bedside. The staff came to check on him not long after he had wet himself and said they will sort for someone to change the bedding and clean him up. He was left in his own urine for over an hour!! He said to us that the night staff never respond when anybody rings the bell and none of them can speak clear english which is a must and especially in a public service with elderly and partly deaf patients.During visiting today i also over heard someone at the next bed crying to his family members about not being cleaned up for hours after having an accident in the bed during the night, he went on to say he hadn't slept a wink because of the pain he was in and the wetness of his clothes and bedding.

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Response from University Hospital (Coventry)

Thank you for taking the time to provide feedback on your experience at University Hospital, Coventry. It is concerning to read your comments about your Granddad's care. Sometimes our nurses can be extremely busy with other patients on the ward so, unfortunately, on occasions they can't be instantly there to help. However, to be left for a long time to be cleaned or to fall while walking without help is not dignified. These are not the standards we set ourselves. I have sent your message onto the ward's matron so she can raise this with the staff. If you would like to discuss aspects of your care further then please contact the Trust’s Patient Advice and Liaison Service on 0800 028 4203. If you would prefer to contact us by e-mail, our address is feedback@uhcw.nhs.uk Alternatively, you can write to us at the following address: PALS University Hospital Clifford Bridge Road Coventry CV2 2DX If you do decide to contact us, please make us aware that you have left comments on the NHS Choices website. The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients. Thank you for leaving your comments on NHS Choices. Communications Team University Hospitals Coventry and Warwickshire NHS Trust Telephone 0800 028 4203

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