"The Gordon Hospital in Action"

Next of kin contacted 3 hours after first interaction with Mental Health Professionals

Miscommunication of procedure and poor management leading to agitation of confused / vulnerable person

Inability to deal adequately with patients suffering from addiction

Painfully slow service, bed assigned to patient at 3pm action not taken till 7pm to get patient to the room – on arrival next of kin had to request a pillow

Staff Members unable to follow manual handling procedures

Next of kin pushed by member of staff and trapped between a door during journey to ward with patient

General poor levels of customer service / patient care shown

Included but not limited to: surly reception staff, unnecessary remarks e.g. when staff member asked not to pull patients arm they responded by saying “what do you want us to do? Blow on her” and rolled their eyes and unhelpful / ill prepared staff

No visible signposting to assert CCTV is in operation

Disregard for any direction levelled by next of kin i.e. Person closest to the patient and most familiar with the case

There was only one notable member of staff who showed genuine care, did not resort to shouting, pulling or any other aggressive approach and worked with next of kin to ensure the patient was settled in the ward.