"Terrible attitude and unhelpful"

About: Chorley & South Ribble Hospital

Visited the A&E department with a 80yr old man who was kept waiting on a trolley for 3 hours, patient had serious concussion & recurring uti. Dr was a trainee who asked family member to help hold patients leg whilst taking blood, (assumption of care) also what if person wasn't medically trained? Can't hca's help rather than immediate family. The patient was confused which is common with UTI & whilst family member went to collect patients wife the nurse & trainee Dr decided to detain the patient due to him lacking mental capacity? On arriving back the family member & 82yr old blind wife were met by security who informed them the patient was being detained. Heavy handed tactics! On arrival on MAU we informed the sister that the patient was diabetic & hadn't had a drink or food since coming into hospital, 12 hours later a drink of water was given! During this 12 hour period a HCA who was told to stay on 1:2:1 walked out of the room resulting in the family having to run back down the ward to make sure the patient didn't climb out of bed, which he was doing! Within minutes of this being raised with the sister in charge, security guards appeared demanding to look through my personal phone as the HCA had lied and said I had taken pictures of the patient. The security guards found this to be a malicious accusation, but this created more upset. A HCA was asked for a commode an hour later she arrived with one, we explained a turner was needed to transfer the patient as that's how we did it at home but the HCA said "I doubt that" I said "are you calling us liars" the HCA screamed "Oh my god how rude are you, your hateful" I then went to speak with the ward manager and the HCA followed me down the ward and shouted "Don't stop talking about me because I'm behind you" how rude! The wife of the patient then reminded the sister that no medication had been given and the response was that the patients family would have to go to the patients home to get medication as "Hospitals don't stock medication" utter rubbish!! This continued until 3:30am a 82 year old woman was stood protecting her husband, as the HCA couldn't facilitate a 1:2:1 myself and the patients wife were not offered a drink or explanations during this time plus security were also on hand what did they expect us to do lift a man off a bed and leg it! The staff left him with no food, drinks he's diabetic or medication for Parkinson's, prostate, but told the 82yr old blind wife she was being disruptive by siting outside the door. The fact that a HCA had been abusive, medical needs weren't met, security guards demanded to search a personal phone plus the patient was becoming more distressed by the lack of care left the immediate family with serious concerns. I have no faith in the hospital system or the PALs system. Under the care act and safeguard act an investigation is needed! Not reassurance over a phone!!

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Response from Rhona Hartley, Head of Patient Experience and Customer Care, Lancashire Teaching Hospitals NHS Foundation Trust

Thank you for taking the time to tell us of your experience. We were extremely concerned to read your comments and would urge you to contact me on 10772 522793 at your earliest convenience to discuss the issues you have raised and to provide further information to enable us to conduct a thorough investigation.

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Response from Chorley & South Ribble Hospital

Thank you for taking the time to tell us of your experience. We were extremely concerned to read your comments and would welcome the opportunity to discuss your concerns and to gain additional information to enable us to conduct a thorough investigation. Can we therefore urge you to please contact Rhona Hartley, our Head of Patient Experience and Customer Care on 01772 522793 at your earliest convenience.

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