"My father was ignored during his stay at Princess Alexandra Hospital"

About: Princess Alexandra Hospital / Older people's healthcare

(as a relative),

After being taken to A & E with a suspected stroke, my 76-year-old father was left on a trolley for approx 5 hours.

It was only when I complained that things started to move. He then had a CT scan, a stroke was confirmed and a bed was found on the stroke ward.

He was on the stroke ward for approximately 3 days before being moved to a general medical ward, he then remained in bed for another 2 weeks before being discharged back to his residential care home.

Whilst on the stroke ward he was treated for a chest/urine infection - they were not sure which type of infection he had. He is now paralysed down the left hand side and requires help with pretty much everything, before he went into hospital he was still mobile although is suffering from severe dementia.

He received no rehabilitation and was generally ignored during his time there. I experienced a nurse test his bloods without speaking to him to tell him what she was doing, no eye contact, no mention of his name, no smile - nothing. I feel the staff I met had no idea how to deal with a dementia patient.

As his advocate, I asked the staff on many occasions to be consulted about the decisions that were being made around his care, but these requests were ignored, any information I received was due to the fact that I phoned in and asked how he was getting on, they did not contact me once.

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Response from Head of Patient Engagement, Patient Safety and Quality, The Princess Alexandra Hospital NHS Trust We have made a change

At The Princess Alexandra Hospital NHS Trust we strive to provide the best possible care and to meet the expectations of all of our patients.

I am so sorry you did not have a good experience of care. If you have any questions which remain unanswered, please do call our PALS team on 01279 827084 and - we will do everything we possibly can to help.

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Response from Shahid Sardar, Head of Patient Engagement, Patient Safety and Quality, The Princess Alexandra Hospital NHS Trust We are preparing to make a change

We have looked at both our Emergency Department and Stroke Services to try to understand what needs to improve. We have not yet made all of the changes we need to make as there is always a need to learn more from our patients and we are always trying to make experiences better.

Working with patients and user groups we have introduced new escalation processes which give patients a voice. A member of the patient experience team can be with you within minutes if you feel you have any concerns which are not being resolved to your satisfaction. Wards and departments have access to a one stop shop which takes place at ward level and Trust wide every Wednesday between 2pm and 3pm.

We are planning further changes which focus specifically on Stroke Services and Emergency Department and we would be delighted to have your involvement in that work if you feel that would be appropriate. If you would like to be part of that please call me on 01279 827084.

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