"The ward was clean and there was ..."

About: Grantham & District Hospital

(as a relative),

What I liked

The ward was clean and there was a nice dayroom for the patients.

What could be improved

Communication with patients relatives was inconsistent - nurses saying patient was 'fine' when in fact they were really ill, when asked about this further a sarcastic comment was issued.

Older patients being shouted at and disparaging comments made by trained nurses in earshot of relatives, such as 'shut up' when they appear distressed. Shouting, giggling and high noise levels around the nurses station during the night. Older patients having to 'wait a minute' to go to the toilet when they ring the call bell and being taken to the toilet 20 minutes later.

Anything else?

I feel the nurses on the ward should be ashamed of themselves - I found their attitude unprofessional and appalling and I thought they discredited the nursing profession

Why don't patients complain? - they think they will be treated badly if they do and frightened they might have to return to ward 2 if they are ill again - that's why.

Story from NHS Choices

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Response from Jennie Negus, Deputy Director of Patient Services, United Lincolnshire Hospitals NHS Trust

picture of Jennie Negus

I am so sorry that you witnessed such poor attitude and lack of compassion from our nursing staff - although my reply to you is so long after your experience it is still valuable to us. Having just recently developed a process for reading and replying to Patient Opinion we felt it important to track back through older postings - there is always something to listen to and learn from.

The Trust has done a great deal of work over recent years into the care of older people and work around basic care needs and whilst this does not give comfort to what you saw and experienced we do now have systems to monitor and measure the quality of care being provided and are clear about expected standards.

Thank you for taking the time to tell us about your experience - and once again please accept my apologies.

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