"Non person centred care"

About: Glasgow Royal Infirmary / General Medicine

(as a relative),

Having my father admitted to ward 33 following a fall we were anxious leaving him on his own as he has dementia and can become distressed out with his own environment.

He has undergone several assessments and we as a family are very keen to have him home in his own environment.

My concerns have been as follows;

Asking at visiting how he was and told " I don't know I'm just on duty ". This does not give us confidence in the care planning process.

On visiting we found Dad was rather uncomfortable and found him to have an incontinence pad placed in to urinate into. My Dad has never once been incontinent in his life and this non person centred approach to care has really upset the family. We did not ask about this as we have witnessed several Clinical Support Workers attitudes to other patients and do not want him to suffer at from these Support workers.

An example was one evening an elderly gent who was calling nurse regularly was told to " stop it or he would get it " the Clinical Support Worker was aggressive, hostile and threatening to this frail gent who was I believe to be challenging.

What we have witnessed in this ward is a extreme lack of care, compassion and bullying behaviour to vulnerable patients. This was witnessed by Registered Nurses who said nothing.

This makes me extremely disheartened and feel my father is being demoralised by being made to urinate in a pad rather than taken to the toilet. We are devastated by the treatment and what we have witnessed by patient negative attitudes by staff.

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Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Dear Clyde,

You have highlighted a number of very serious issues here and it is very important that we look into this urgently. What you have described here is absolutely not how we would expect any patient to be spoken to or treated, nor how we would want any family member feeling when leaving their loved one in our care.

It sounds as though your Dad is still a patient with us and so I would really appreciate you getting in touch so that we can work to make this better immediately for you all - you can contact me directly on Lorna.Gray@ggc.scot.nhs.uk or you can also speak directly to the Senior Charge Nurse for the ward if you would be comfortable doing so. Either way, I hope that you get in touch so that we can address the concerns you have raised with you. I would however also like to reassure you that regardless, the issues you raise here have already been passed on to colleagues in the Glasgow Royal Infirmary.

With best wishes,


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