"My 1 year old daughter was ill ..."

About: Sunderland Royal Hospital

(as the patient),

What I liked

My 1 year old daughter was ill just before Easter. I liked that we had our own room and that I was able to stay with her. The fact that I could sleep in the cot next to her was comforting for us both. Also the staff were very accomodating about visiting times; some members of my family were unable to see us before visiting hours ended and were allowed in after.

What could be improved

There are two main issues which I feel need improvement. Firstly I think the staff should improve how they treat and communicate with parents. I felt like I was ignored and my concerns dismissed. I constantly had to ask for my daughter's medication, particularly through the night. She never received it on time, despite the instructions of doctors, and whenever I did ask I was made to feel like I was bothering the staff. This follows onto my second point. When my daughter was discharged I was told that her medication was not ready and I would have to call back for it. Six hours later it was still not ready despite the fact I called. It was only my father rang that anything was done. As a result of this my daughter missed several of her doses. Prescriptions should be ready for patients leave and if not a wait of five hours is unacceptable!

Anything else?

I noticed that when my partner was present I was treat completely different by the nursing staff and also am annoyed that it was only after my father ringing that anything was done about my daughter's medication. How is the fair?

Story from NHS Choices

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Response from Sunderland Royal Hospital

We are sorry that you were dissatisfied with aspects of your daughter's care. These issues have now been raised with the staff and are being addressed within Paediatrics. It is our aim to treat all our patients and their parents with respect and consideration and we apologise that this has not happened in this case.

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