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Care Opinion

Senior nurse

Story from nhs.uk

"Senior nurse"

About: Northwick Park Hospital

My mum got admitted via A&E. She was transferred to Darwin Ward where staff were very helpful and they were aware that my mum needs help with dressing, moving etc so that let me stay with her. She has just now been shifted to Gaskell Ward and no one has come to ask her if she needs help with showering etc. I helped her do that. My mum wanted to know when the doctor is likely to come so I went to ask and the senior nurse started asking me as to how I got into the ward and they don't even know in which room my mum's been admitted. The nurse said I need a carers passport but I won't get that if I am working full time. The nurse didn't ask if mum has nobility problems and what help she needs but they are busy telling me of the rules. What if my got infection by not showering I wonder what rule the nurse has in mind. No sign of doctor or consultant and it's 11 am.

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Responses

Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 7 years ago
We have made a change
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust

Submitted on 13/04/2017 at 11:19
Published on Care Opinion at 11:31

I am sorry to hear this and fear there has been a misunderstanding. We welcome visitors to our ward and are keen to work with them to help care for our patients. We have just revised our visitor's policy and extended our vistiting hours from 11 am to 9pm. You are also welcome to agree visiting outside these hours, especially if you and your mum would like you to be involved in her personal care.

I have let the matron and her team know about your feedback and we will try to put this right if your mum is still with us. I hope she is recovering despite this poor experience.

Please contact our PALS team on 0208 869 5118 or LNWH-tr.PALS@nhs.net if you are still having difficulty or would like us to investigate further.

Best wishes

Sue

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Response from Sue Fenwick Elliott, Head of Patient Experience, London North West University Healthcare NHS Trust 7 years ago
Sue Fenwick Elliott
Head of Patient Experience,
London North West University Healthcare NHS Trust

Submitted on 13/04/2017 at 18:15
Published on Care Opinion on 14/04/2017 at 13:26

The Head of Nursing tells me that everything has been resolved and that you are visiting your mum later. You are of course welcome to be with your mum whenever you like.

We are really sorry that you had such a bad start on our ward but hope everything goes well from now on.

Thanks for your feedback.

Best wishes

Sue

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