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Rudely spoken to whilst visiting my relative

Posted By arapg47

"Rudely spoken to whilst visiting my relative"

About: Royal Cornwall Hospital (Treliske) / Respiratory medicine

(as a service user),

My Grandad was in after having a stroke and we came down from Exeter Devon to see him we had only been on the ward two mins when one member was quite rude in the way they asked us to move outside so they could get him back to bed. They didn't even give us chance to say hello before telling us to move outside because the equipment was too big with us all in there.

We were then waiting whilst they were putting back to bed. Bearing in mind we haven't even said Hello yet when the nurse walks up to us and quite rudely asked whether we all were visiting the same person to which we reply "yes they are just getting him back to bed" nurse just said it's only two to a bed so two will have to go off and then walked away.

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Responses

Response from Michaela Johnson, QI Manager, Quality Improvement, Royal Cornwall Hopitals NHS Trust 5 years ago
Michaela Johnson
QI Manager, Quality Improvement,
Royal Cornwall Hopitals NHS Trust

Submitted on 20/08/2018 at 11:21
Published on Care Opinion at 13:30

picture of Michaela Johnson

Dear arapg47

Firstly, please may I apologise for the delay in responding to you on here. I am sorry to learn that you were spoken too rudely when you came to visit your Grandad when he was a patient here following a stroke; this is certainly not the way we would expect any of our patients or their family to be greeted or spoken too.

So that I can ensure that your feedback is shared with the team who would have been looking after your Grandad, please can you let me have some further details to enable me to identify which ward your Grandad was admitted too? I can be contacted by email rch-tr.ppi@nhs.net or by telephone 01872 252760. I will then share your story and ask that the team reflects on your experience and make changes so this does not happen to other family members in the future.

I am sorry again for your experience and hope that your Grandad is now recovering well from his stroke.

I look forward to hearing from you

With kind regards

Michaela Brewer, Patient & Family Experience Coordinator

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Update posted by arapg47 (a service user)

My Grandad was on wellington ward. There were a few things that we were unhappy with to do with his care whilst he was in this ward for one they were very rude how they spoke to us when we visited him. They also took out his catheter and put a pad on him and had no bottles near him for him to use and my Grandad was completely independent before his stroke and this was not what he would have wanted. He was also on thickened fluids and wasn’t meant to be drinking them unsupervised but on a couple of occasions he was given a drink and they just walked away. Unfortunately my Grandad has passed away since I wrote this letter but I still feel that the ward could do better for someone else’s relative.

Response from Jenny Thomas, Student Midwife, Royal Cornwall Hospitals NHS Trust 5 years ago
Jenny Thomas
Student Midwife,
Royal Cornwall Hospitals NHS Trust

Submitted on 19/09/2018 at 15:17
Published on Care Opinion at 17:43

picture of Jenny Thomas

Dear arapg47

I wanted to offer you our condolences for the loss of your Grandad. I am so sorry that your lasting impression of our hospital and of your Grandad's care is a negative one, as this is not what we would want for anybody. I have ensured that your further comments have been shared with the Wellington Ward Sister so that the team can learn from your and your Grandad's experience.

Again I am very sorry to you and your family, and thank you for taking the time to tell us your story.

Jenny

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