"Horriffic Experience!!, Seaford Ward 2"

About: Eastbourne District General Hospital

My mother was transferred here following an aortic operation and subsequent major stroke, which has left her paralysed down the right hand side.

Our first visit to my mother occurred on Sunday 6th March and we were met with a rude attitude from the outset.

Her catheter bag was full and we were told they were short staffed. Straight away this did not fill us with confidence.

Unfortunately my sister-in-law and I visited again today (8th March) at 2pm and was once again met with such rudeness.

We proceeded into my mothers room and found her in an awful state, frightened, crying and telling us the nurses are horrible to her and do not come when she rings the bell.

At this point we were devastated to hear she had been given such poor care.

Once we were at the nurses station we politely asked if we could speak to someone in charge.

There was one doctor who didn't even bother acknowledging us or glance away from their screen.

Instead we received a very abrupt 'what do you want to know' to our surprise this came from the matron in charge, again we couldn't believe that we were met with an extremely and unhelpful attitude.

When the matron decided to come and see us, the matron did not even bother to enter the room and leaned very casually on the door.

We started to ask some very basic questions to which the matron did not have the answers to.

The most upsetting & sarcastic response came when they had much pleasure informing us that my 'mother cries at everything, the same cry every time'. The matron did not even have the decency to finish the conversation with us instead walked away shouting answers across the ward.

This is simply not good enough and extremely unprofessional. To our continued surprise at not one point did the doctor on the ward leave their chair nor investigate our situation.

Once we were back with my mother she also stated that the nurses slam the door in her face when asking for help, leaves her crying and does not even place any water in her reach.

Subsequently this has left her dehydrated and on numerous occasions she has been left lying in her own excreat.

We also found out she has a bed sore.

It is clear she has not received the correct & adequate care.

They have not once attempted to move her from the bed to a chair, and her joints are seizing up because of this.

In the little time she has spent on ward we feel her mental and physical wellbeing has decreased dramatically and we fear for her continued care under these circumstances.

To experience first hand the low quality care for my mother is unacceptable, I cannot quite digest what has happened today and the whole situation has left me and my family feeling utterly distressed and totally shocked.

Story from NHS Choices

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Response from Eastbourne District General Hospital

Dear Kelly

We are deeply alarmed to read your posting on NHS choices about your mothers care on Seaford 2 ward at Eastbourne District General Hospital and we would urge you to get in touch with us as soon as possible.

What you describe is completely unacceptable and the Head of Nursing for Urgent care would like to investigate this matter urgently.

Please contact our Patient Advice & Liaison Service (PALS) on 01323 435886 or by email at: esh-tr.PALSE@nhs.net. PALS are a confidential advice service and will be able to organise a conversation with the Head of Nursing. PALS also have an office in the main entrance and are open from 10am to 4pm.

No appointment is required.

In the meantime, please be assured we take your posting very seriously and have already taken action to share the feedback you provided with key members of staff to act upon.

We are very sorry for the distress and upset, you, as a family, are feeling, and we sincerely want to address the concerns you raise.

We would also like to apologise to your mother and put measures in place to make her more comfortable.

We hope that you feel able to make contact with us.

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