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Care Opinion

My Mum's stroke

Posted By Rainy

"My Mum's stroke"

About: The Royal Liverpool University Hospital / Trauma and orthopaedics

(as a service user),

My Mum suffered her first stroke in 2015. We were devastated as although it did not affect  her mobility it took a lot of her sight.  Mum was terrified but the Royal Liverpool Hospital and all the staff proved to be amazing.  

Tragically 2 months later our Mum had what we now believe to be a mini stroke but the treatment was less than perfect ! She was sent home the same night and later that week had another stroke which resulted in her losing a significantly more of her sight and leaving her to now live a life none of us had ever expected.  

Unfortunately her experience at the hospital was also completely different from the first time. The staff were rude and unhelpful, Mum was tearful with tablets and food on the floor as could not see them but when I asked to speak with someone I was informed there wasn't anybody and another nurse informed me that Mum was fine as she had seen her pick up a cup so she could clearly see. WHen I insisted on speaking to someone a number of staff gathered at the room entrance and waited together looking in the room and felt quite intimidating. They stared over making loud comments and waited until I was taken to see a sister who was helpful but had a nurse in the meeting who not only denied everything but lied and was clearly annoyed.

We did come to an agreement about Mum's care but by the time I reached home an hour or to later I had an answer phone message at home informing me Mum would was being sent to a rehabilitation centre. 

I could go into a lot more detail but the outcome was poor care and a complete lack of empathy. We feel completely let down.

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Responses

Response from Stroke Association, Stroke Helpline, Stroke Association 6 years ago
Stroke Association
Stroke Helpline,
Stroke Association

Submitted on 23/10/2017 at 11:37
Published on Care Opinion at 11:42

Hi Rainy

We were sorry to hear of your mum’s strokes and that you feel let down. We are a charity for people affected by stroke and we are here if you need any information or support. Our Helpline is open Monday, Thursday and Friday from 9.00am to 5.00pm, Tuesday and Wednesday from 8.00am to 6.00pm and Saturday from 10.00am to 1.00pm. You can contact us if you want to know more about stroke and its effects, are looking for practical information and support, or simply need someone to talk to. The helpline number is 0303 30 33 100. You can also email us at info@stroke.org.uk. We also have a range of services across the UK, providing information, advice and support to stroke survivors and their families. You can find out if there is a service in your area from our website www.stroke.org.uk/finding-support.

Finally, you can also find lots of information about stroke on our website at www.stroke.org.uk. You can read about our services and download all of our publications free of charge. There is news about our campaigns to improve services for stroke survivors, national and local events and our research programmes. You can also join TalkStroke, our online forum where you can meet other people affected by stroke and share your experiences.

I hope that this is helpful and that your mum is now getting the support that she needs.

Stroke Information Service

info@stroke.org.uk

Stroke Association staff are not medically trained and the information provided does not replace information given to you by your own healthcare provider.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Royal Liverpool and Broadgreen University Hospitals NHS Trust 6 years ago
Royal Liverpool and Broadgreen University Hospitals NHS Trust

Submitted on 26/10/2017 at 13:08
Published on Care Opinion at 16:19

Thank you for your comment. We are sorry that you feel let down by the care we offered your Mum. We would like to be able to speak to you about your experiences. You can speak to our PALs team. They are based in the hospital or you can call 0151 706 4903/4908/4909 or email pals&complaints@rlbuht.nhs.uk. They will liaise with the clinical team on your behalf.

Update posted by Rainy (a service user)

Thank you for your response, it is very much appreciated. I did contact the PALS team earlier this year and was advised to put the past behind me but put any recent complaints in writing and was given the contact details to send them to.

I would like to see the whole complaints system simplified as I have found it to be off putting? Which is also why I left our Mum's story on the care website.

I am happy to speak to anyone in person that could change future experiences and give families like ourselves a better outcome than we had.

I would also say that the main stroke nurses are amazing and completely professional but the problems start once patients are admitted onto the ward and I was one of many who was concerned with treatment provided on the stroke ward.

Response from Royal Liverpool and Broadgreen University Hospitals NHS Trust 6 years ago
Royal Liverpool and Broadgreen University Hospitals NHS Trust

Submitted on 27/10/2017 at 15:52
Published on Care Opinion at 16:01

Thank you for your response. I have passed on your comments to our chief nurse and to our deputy medical director. If you would like to speak to a senior manager then please do contact PALs and they can put you in touch with the most appropriate person..

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