"Dissatisfaction with ward care in AMU"

About: Croydon University Hospital

On admission to the ward there was no welcome from the nurse/sister who took charge of the patient, rather curt in fact, for a very elderly gentlemand coming to a strange ward.

Procedures not explained to the patient before being carried out.

Nursing staff inatentive; too attached to their computers and not listening out for their patients, leaving visitors to call out or go to the nurse's station to get attention, which was not given immediately and sometimes ignored altogether.

The drinks trolley needs to come round more frequently as in other wards.

Only one nurse showed signs of proper 'caring' and aware of the needs of the patients and, the only one with a 'smile'.

The gentleman concerned said "He felt a nuisance most of the time." "A complete distaster."

He was denied an early morning cup of tea at 6.00 a.m.

and was told: 'You will get it with your breakfast.'

Similarly, when given his medication, he asked for some water but was told: 'You can take your tablets with your breakfast.'

It makes you ask: Did he, in fact, have a jug of water on his table for the night time?

For a 90 year old gentleman, who was discharged later that day suffering with dehydration, this was ludicrous!


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Response from Sarah Pritchard, Head of Patient Experience, Croydon Health Services NHS Trust

Dear Shirley,

Thank you for taking time to provide the feedback on behalf of the patient that was recently admitted to our AMU ward. Firstly, we would like to apologise on behalf of the whole team for the experience that he received. The issues you have raised are being taken very seriously as this is not the care that we strive to provide to any of our patients.

Our Head of Nursing was dismayed to hear about the poor attitude of the staff on the unit, and has shared your post with all ward staff and asked them to reflect on the impact their attitude and quality of care have on our patients.

The catering issues highlighted have been raised with the Catering Manager who will conduct a full investigation to prevent this happening again. There is a range of hot beverages available on the unit and nursing staff can assist patients to obtain a hot drink whenever they require one. All ward staff were reminded of the appropriate administration of the medicines and ward sisters will monitor compliance by observational audits where possible, asking patients about their experience in regards to medicine care on our wards.

The Unit Matron and the Head of Nursing will ensure that staff attitude is monitored and appropriate action taken when poor attitude is displayed.

We would like to once again to thank you for bringing your concerns to our attention and giving us this opportunity of improving our services further.

Unfortunately, without further details, we were unable to establish the staff members that were providing care whilst the patient was on AMU; If you are able to contact our PALS office with more information I will be happy to ensure that the circumstances are fully investigated. Our PALS office may be contacted by telephone on 020 8401 3210 or by email at ch-tr.pals@nhs.net. The office is open during the week from 9am to 4:45pm

Once again, please accept our sincere apologies for the poor experience that the patient received on this occasion.

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